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Hello everybody.
I come here because Microsoft is getting me sick.
My mom has been trying to recover access to her email adress and also me helping her because in her account she has her phone number and my phone number as recovery options.
When I try to help her with her phone number or mine, after adding the last 4 digits of the phone number, we get this.
And we get the second message as the second picture.
We even tried with this method that you add all this info like email adress that were sent before, its subject and all that and we even get this.
It's been months like this... And I mean, if we have the phone numbers, LET US USE THE BLOODY PHONE NUMBERS TO RECOVER THE ACCOUNT. And sorry but this frustraste me how Microsoft has become picky to let the people get access to their accounts.
I have no other way that here trying to get access or to contact Microsoft. If someone can give me info on how to recover access, my mom can send proof of ID or if a videocall or interview is needed and all the stuff Microsoft would like to get.
We have tried recovering her account in multiple Windows, Android, iOS and MacOS devices and we get the same thing again.
Can some let us know how to reach a Microsoft representative or how to get over that TRY VERIFICATION METHOD LATER so my mom can access her account again?
Thanks in advance.
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Hi! Sorry you’re having trouble with this. When this happens, it usually means either the phone code service is currently unavailable in your region or there’s been suspicious activity associated with that verification method. If you choose “I don’t have any of these” and follow the prompts, you may be offered a different verification method or the option to add a new one after 30 days. This is the only way to regain access to the account.
Hi, there!
And thanks for answering.
Yes, when choosing "I don't have any of these" we get this prompt in which my mom needs to enter a 25 digit code, but she says she doesn't recall setting that up.
And we both use institutional or corporate emails linked to Microsoft, and when we need to log in, a verification code sent by SMS is needed, and we get those codes with no problems, so I don't see any difference between a personal email and institutional or corporate emails, I mean, at the end of the day, for email are issued under Microsoft.
That 25-character recovery code was generated when you turned on two-step verification, and you were advised to save it in a safe place for situations like this. If you don’t have that code, select the option that says “I don’t have any of these” (or similar) on the verification screen and follow the prompts.
Regarding the phone method: as mentioned, it can fail for several reasons, such as suspected unusual activity on the account or regional/service restrictions. Even if the number works on a different Microsoft account, it may be blocked or unavailable for this one. Also, work or school (institutional) accounts can have different verification options and policies set by the organization.
