Account Locked out - try another verification method

Question

Hi I am trying to help one of our employees who is locked out of their account they have MFA etc but when i try and log them in it says account locked, and then after entering the phone number says try another verification method this then takes you back to the start and we go around and around.

it will let me change the password that we have done...

I keep looking for a phone number to call, but unless you are business, they don't want to speak to you.

Kind Regards

JOHNATHAN

Answer 1

Hi,

Based on the error message received, please ask your employee to follow the steps below to fix the issue.

I understand that they are receiving the message “Try another verification method” when attempting to sign in. This message usually appears due to unusual activity, a high volume of requests, or similar factors.

Make sure they are using a device and location they have previously used to sign in. Try a different verification method, such as an alternate email instead of SMS, or vice versa. They can also switch networks by using Wi-Fi or mobile data. Avoid making repeated sign-in attempts. In some cases, waiting 24 to 48 hours may help resolve the issue.

For further assistance, use the sign-in helper tool to identify the problem and explore available support options.

https://go.microsoft.com/fwlink/?linkid=2214157

Reference: See the 'Try another verification method' section:

https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48

Answer 2

Please follow the steps above and let me know the results.