I am not receiving verification code via SMS to log into my Microsoft Account.

Question

Hi,

I was able to access my Hotmail account until two days ago, but now it's asking me to sign in again, saying I'm accessing "sensitive information."

The problem is that I recently changed phones, and I didn't know I had to delink my old phone from the Microsoft Authenticator App before switching. As a result, I'm no longer able to use the app to get the code.

Here’s what I can access:

• I still have access to the phone number linked to my account (SMS works).
• I can access the recovery email address (can receive verification code).

I have Two-Factor Authentication set up.

However:

• I am not receiving any verification code via SMS.

I tried logging in using backup methods, but none are working.

The Sign-in Helper says there’s no issue with my account, but clearly there is—I can’t log in.

I’ve tried to contact support, but I can’t access live chat because I’m locked out of my account.

For now, I’ve created a new Microsoft account just so I can post this question.

This is extremely frustrating. How can I reach a real person or get proper support to recover access to my account?

Thank you.

Answer 1

Dear DaEunSong-2752, 

Thank you for posting your concern here in the Microsoft Q&A Forum! 

I understand that your main issue is that you cannot receive SMS verification codes, which is preventing you from logging into your Hotmail account despite having your phone number linked and Two-Factor Authentication enabled. 

First, I recommend reviewing Microsoft's guidance on common verification code issues: Troubleshooting verification code issues - Microsoft Support 

Please try logging in again after attempting these steps: 

• Switch to a different network: If you are on Wi-Fi, try switching to mobile data, or vice versa. 
• Use another browser: Attempt to log in using a different web browser (e.g., Chrome, Edge, or Firefox) to rule out browser-specific issues. 
• Clear browser cache and cookies: If using your usual browser, clear its cache and cookies before trying again. Disclaimer: Your browser automatically saves temporary internet files to help pages load faster. Clearing this cache will sometimes fix website issues. Please back up all your personal files first, such as Favorites, to ensure you do not lose data.   

If you still cannot log in after trying the above steps, we suggest contacting Microsoft Online Support directly for further assistance with your account. You can use your newly registered Microsoft account to initiate contact. 

Here are detailed steps to reach them: 

1. Go to the Microsoft Support website: Contact - Microsoft Support  
2. In the search bar, type: "Account Recovery" and press Enter 
3. Click "Get Help" and press Enter.   
4. Look for "Contact Support". 
5. Select your product/service: Choose "Other Products".   
6. Select a category: Choose "Manage Account Security".    
7. Look for "Chat with a support agent in your web browser."    
8. Explain your situation clearly: Be concise but provide all the relevant details.   
9. Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Don't get discouraged if the first agent just directs you back to the form; explain that you've exhausted that option and need further assistance. 

We hope these steps help you regain access to your account. If you need further assistance, please do not hesitate to contact us. We are happy to help! 

Best Regards, 

Victor Vu | Microsoft Q&A Support Specialist  

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Answer 2

Thank you, so helpful.

Answer 3

I was initially unable to access my email but it has been resolved.