I am trying to change my password and it keeps saying to verify the code via authenticator app but no code is appearing. My phone has been compromised and i am concerned about my outlook account.

Question

I am trying to change my password on my outlook account as my phone has been compromised. I am just been taken round in circles, it wants me to verify a code via my authenticator app but no code is appearing. Please can someone help me? I wanted to speak to someone but don't see an option for this.

Answer 1

If you're unable to receive a verification code via your authenticator app, there are a few steps you can take to troubleshoot the issue:

1. Check for Notifications: Ensure that notifications are enabled for the authenticator app on your phone. Sometimes, the app may not show the code directly but instead sends a push notification that you need to approve.
2. Use Alternative Verification Methods: If you have set up multiple verification methods (like SMS or a phone call), try using one of those options instead. You can select a different method on the sign-in page.
3. Reset the Authenticator App: If your phone has been compromised, it might be wise to reset your authenticator app. You may need to contact your administrator or support to reset your MFA settings.
4. Contact Support: If you continue to face issues, consider reaching out to Microsoft support for assistance. They can help you regain access to your account securely.
5. Secure Your Account: Given that your phone has been compromised, it is crucial to secure your account as soon as possible. Change your password and consider enabling additional security measures once you regain access.

For more detailed troubleshooting steps, you can refer to the Microsoft support documentation on multi-factor authentication issues.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Troubleshooting phone options

Answer 2

I have put notifications on but this has not made a difference. My phone contract has been cancelled by a scammer so this may be why i am not getting a push notification. I need to be able to change my password

Answer 3

Hi,

Here’s the official Microsoft guide for this scenario:

https://support.microsoft.com/en-us/account-billing/how-to-use-two-step-verification-with-your-microsoft-account-c7910146-672f-01e9-50a0-93b4585e7eb4

I hope this helps!