Reset Password 2FA

Question

I am trying to reset my dads email password using 2FA, the problem is I have two phone numbers connected to the account that are the exact same number one with the area code and one without. Both methods will send a code when I request, however I’m at a stage where every time I request a code and enter it it once me to do it again with the other number, but when I try and do it I get the message that that method isn’t working right now and to try again later. It has been almost a week and I am losing hope. We recently lost our house due to a fire and have been trying to contact insurance through emails, but this has made the process 10x harder. I keep getting spammed with requesting too many codes and try again later as well as this method isn’t working right now. How am I supposed to reset the password if the 2FA isn’t sending me a code. Why does it need more than one code? I tried filling in the recovery form but because 2FA is turned on it they don’t accept the recovery form. How do I get the account back? Waiting 24 hours for the too many codes doesn’t work cause it still asks me for a second code which it won’t send to me.

Answer 1

Hello J Pusey,

Welcome to the Microsoft Community.

I understand that you need reset password and have enabled two-step verification.

Resetting the password with two-step verification enabled requires two verification methods. Adding the same number as both verification methods seems to have caused some unforeseen consequences.

Based on your description, it seems you only have one available phone number as a verification method. You can follow these steps to reset your account security information.

1. Log in to the Microsoft account homepage. Microsoft account | Sign In or Create Your Account Today – Microsoft
2. Click 'Forgot password.'
3. Use your phone number to receive and enter the security code.
4. After verification, you will be asked for the second step verification. At this point, click 'I don't have any of these'.
5. You may be asked if you have a 25-character recovery code. If you do not have one, click 'No.'
6. Then you will be taken to this page. Click 'Next,' and follow the prompts to add a backup email to your account and remove all previous verification methods.

Please note that since you have enabled two-step verification, you will not be able to access your emails during the 30-day waiting period. At that time, you can use the new verification method to reset the password. **** What does “Security info change is still pending” mean? - Microsoft Support

Please feel free to let me know if you have any further updates, thanks. 

Best Regards, 

Zachary.W - MSFT | Microsoft Community Support Specialist