I cannot login

Question

I have been logged out from my outlook and now i am trying to login in its not allowing me to login, its asking my previous phone number but its from Nepal and i am in canada now, i have new sim and new device, my old device was stolen, how do I change my number so i can login, I cannot use my alternate email because there is no option

Answer 1

Dear @Kisan Lama,

Thank you for reaching out to the Microsoft Q&A forum. We’re happy to assist.

If you’re using an education account, the quickest way to resolve this issue is to contact your IT or admin team and request that they reset the MFA methods for the affected users.

Below is a step-by-step solution tailored for your IT admin to follow to reset MFA for your account

1 – Navigate to Microsoft 365 Admin Center, you can click Identity at the sidebar   

Microsoft 365 Admin Center website: Microsoft 365 admin center   

 It will lead you to Microsoft Entra Admin Center (Microsoft Entra - Microsoft Entra admin center)   

Select Users    

Click All users 

Click on to the affected account name (your account)   

For example:   

2 – Select "Authentication Methods"  

Then change the phone number to the new one.

Next time the user sign in, the system will send to code to the new phone number.

If you are using a personal account, kindly follow these steps below:

1. Go to Contact Us – Microsoft Support, select your product, and then choose Get home support.
2. Type “Cannot log in” > Enter then select Sign in to get support. Sign in with any personal account and follow the on-screen instructions to receive assistance.

I hope this information is helpful. If you need any further assistance, please feel free to reach out. We are here to help. Thank you very much for your understanding and cooperation.

---

If you found the answer useful, please click "Accepted Answer" and kindly give it an upvote.

If you have any follow-up questions, feel free to click "Comment" to continue the discussion.

Note: To receive email notifications related to this thread, please follow the steps in our documentation to enable email alerts.

Answer 2

To resolve your login issue, you will need to update your phone number associated with your account. Since your old device was stolen and you are now in Canada, here are the steps you can take:

1. Contact Support: Since you cannot access your account due to the phone number verification, you should reach out to Microsoft Support for assistance. They can help you verify your identity and update your phone number.
2. Use an Alternate Method: If you have access to any other recovery options, such as security questions or a backup email, try using those to regain access to your account.
3. Admin Assistance: If your account is part of an organization, you might need to contact your organization's IT administrator to help reset your account or update your phone number.
4. Password Reset: If you are unable to log in, you can try using the password reset feature, which may allow you to verify your identity through other means if available.

Make sure to explain your situation clearly to the support team so they can assist you effectively.