Can’t change password, “try another verification method” for 2 weeks

Question

Hi. I changed my password at the end of July and forgot what I changed it to. I entered it wrong once and it blocked any sign attempts and told me to change password

I have two factor authentication on so I received the security code sent to an alternate email, entered it then went to do the phone number.

received the code, and entered it. I had the captcha “press and hold” to complete. However, once I get to that stage the progress stops and nothing happens.

If I try again, it says “you’ve requested too many codes today!”

sometimes I don’t even get a text and I’m told “try another verification method”

I’ve waited 48 hours, I waited a full 7 days with no attempts, I’ve cleared browser cache & cookies, done it on the same device and tried incognito

I tried the contact form and got told they couldn’t help because i had two factor authentication

I then did the account recovery recommended by live chat, who replied with an utterly unhelpful email that gave me a generic response

Please can you help as this email has absolute control over my work, bank and life.

"Try another verification method” pops up and if it doesn’t then I don’t even get a code and the press & hold captcha freezes.

What’s the point of having two factor authentication if you can’t even let me use them

the affected email is ******@live.co.uk

Answer 1

Change your password

Answer 2

I appreciate the response.Since you have exhausted all the possible workarounds for the password reset but to no avail, I would suggest contacting Microsoft Support again for a possible escalation or an alternative solution:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Microsoft 365 sign in problem" > Contact Support > Microsoft 365 and Office > Billing and Account Profile Questions > Confirm > Chat with a support agent in your web browser

Phone Support: https://support.microsoft.com/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

Best regards,

Darhyl

Answer 3

Hey there! Nice to meet you!

Based on your description, please try resetting your password using different browsers, network services, and devices to see if it works.

If it doesn't work, and since your account is blocked, kindly follow the guide to unblock your account through this link:

https://support.microsoft.com/account-billing/account-has-been-locked-805e8b0d-4141-29b2-7b65-df6ff6c9ce27

If the issue persists, I highly recommend you submit a reinstatement form as a last resort:

https://www.microsoft.com/concern/AccountReinstatement?SilentAuth=1&wa=wsignin1.0

(This is not an account recovery webform/ACSR)

You may receive the results via email within 48 - 72 hours.

If you haven't received a response to the reinstatement request you have submitted after 72 hours, please check your email inbox, junk, and spam folders in case you receive it there.

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl