Not receiving security emails

Question

Hello,

I have a bit of a complicated issue I was hoping to get some help with.

I recently travelled overseas and when I returned to Australia, I had been logged out of all my Microsoft 365 apps, including OneDrive and Outlook. When I tried to log back in, it said that "We have detected unusual activity on your Microsoft account, or believe your credentials are at risk. For your security and to ensure only you have access to your account, we will ask you to verify your identity and change your password."

However, I can no longer verify via my Outlook app since I have also been signed out, and trying to sign back in brings me full circle.

The other option it gives me is to send a security code to an alternative saved email. This email has worked in the past to get security codes (way back in 2017 before I then opted to verify via outlook), however, it is not receiving any of these sent emails with the new codes to unlock my account. I've checked junk mail already.

I then found this past email from 2017, saying that:

We detected something unusual about a recent sign-in for the Microsoft account ad*****@hotmail.com. For example, you might be signing in from a new location, device, or app.
We detected something unusual about a recent sign-in for the Microsoft account ad*****@hotmail.com. For example, you might be signing in from a new location, device, or app.
To help keep you safe, we've blocked access to your inbox, contacts list, and calendar for that sign-in. Please review your recent activity and we'll help you take corrective action. To regain access, you'll need to confirm that the recent activity was yours.

I don't think that the recent activity was ever confirmed back then (I probably verified a different way) and so I assume that the emails remained blocked even until now (?). I've gone through the blocked senders and also added the email to a safe senders and safe mailing lists but still havent recieved anything. I even waited a couple days to try again and NOTHING. I dont understand why the security email isn't coming through...

I really don't know what else I can do. I can't get in contact with a Microsoft support person at all. I can't fill in the recovery form either since I have duo verification on too. I don't want to lose everything. This all just feels so stupid. Please help.

Answer 1

Hi,

Thank you for sharing your question. I get how annoying it is to be locked out of your Microsoft account, especially after traveling and being signed out of everything because you can't get security codes.

This generally happens because Microsoft spots something weird and wants to double-check it's really you to keep your account safe. If you're not getting codes at your other email, it could be because of old security settings or some limits put on that email after a past security issue.

To fix this, first, be sure that your recovery email is working and can get messages. Then, if you can, log in to https://account.live.com/proofs/manage from a device you trust and double-check your security info. If you can't get into any of your verification methods, fill out the account recovery form at https://account.live.com/acsr with as much correct info as you can. Things like old passwords, email subjects, and contacts you talk to often can help. If they say no the first time, try again with more info.

 

I hope this helps.

 

Best Regards,

Noel