Cannot access Outlook account - password reset number does not send

Question

Hello folks, I am praying somebody can help me in a very stressful situation which I see no solution to.

 

My friends mum needed her new laptop rebooted with a fresh Windows 11 installation for work. She heavily relies on the account being linked and signed into her Outlook account.

 

During the new Windows 11 installation – when it asks “Lets add your Microsoft Account”, I input her correct email address and password. There was a red message saying password or account is incorrect. I did confirm if the password was correct for which I was told yes.

 

Anyway, I set up Windows 11 by putting my own email address in for this stage as I know I can remove it later on within the Settings > Account section.

 

 

This meant her password was not correct, or perhaps it had been changed.

Nevertheless, I followed the Microsoft Account Sign-In Helper tool which confirmed this and showed the account is blocked:

 

Account blocked

We have detected that your account is blocked due to multiple incorrect password attempts.

 

 

I understand there is also another outcome when multiple password attempts are made which shows as ‘Account Locked’ – just to clarify this is saying blocked – and not locked, which I think is a different process to resolve.

 

 

Anyway, like many others have experienced, I followed the reset password method – put her email in correctly and clicked ‘forgot password’

 

She has clearly had her correct UK mobile number linked to the account for verification because as you can see it asks for the last 4 digits of her mobile number – and that number is correct as her number ends in 01.

 

Just like many others have experienced, I am getting the message –

Try another verification method

That verification method isn't working right now. Please try another method.

 

 

The problem is, only her mobile number is the verification linked to her email address – I know some people have a telephone number and a few emails, but hers is just a mobile number.

 

 

I have read methods such as – on chrome, firefox, and other browsers to try and reset the password and put the 4 digit number in to get a code, or try in incognito mode on different browsers, or disable WIFI and try on a different mobile device, or try using mobile data.

 

I have tried these methods, even allowing 24 hours of no activity with the account and then trying to reset the password after 24 hours – but it still always keeps saying: Try another verification method

That verification method isn't working right now. Please try another method.

 

I am so worried I cannot sleep since this has happened because her Outlook account was set up years ago and it has all her important work documents and other things that she desperately needs. I am worried she will never be able to log back into her outlook account.

 

Just to note also – which is very strange, she has the Outlook app installed on her phone and she is logged into that still?? I am not sure how when it says her account is blocked, and the password is incorrect – but she is still logged in and receiving emails via her outlook app – which is something I guess. I did try and see if we can change or reset her password via the Outlook app but in the app you cannot change any security information (even though logged in)

Would I be correct in saying the only option now is to submit a form – by her completing the account recovery form? The only problem is, some info on the form will be easy to answer (because she can still access her outlook app) – but her son set up the account many years ago and he is not sure for example, if he put her correct DOB as in the correct year in, as he kind of rushed it I think.

 

We are worried the account is lost and not accessible forever?

 

Just to clarify, I heard the more you keep accessing or trying to reset password, it will start a timer to block the account, but I wanted to know can I keep checking the sign in helper below daily? To see if the account block message goes away? Or will me putting the email in on this keep resetting the timer for it being blocked?

 

Also, the other methods of sign in say put in a code into the Microsoft app, or authenticator – but no codes are coming through on her app?

 

I have even tested this on my own email address which is NOT blocked – and I clicked forgot password and it showed my correct mobile number and I put the last 4 numbers and it STILL said the same message - Try another verification method

That verification method isn't working right now. Please try another method.

Please if anyone can help I would appreciate so much

 

Answer 1

Hello CS, thanks for posting this in the community.

What you are experiencing is a temporary Microsoft security block. It does not mean the account is lost, and it does not mean the ownership has changed. The block simply prevents password changes and new sign-ins from unfamiliar devices until Microsoft’s system is satisfied the activity is safe.

The reason SMS verification fails, even though the number is correct, is because Microsoft’s security system is refusing to send the code. The phone itself is not the issue. This normally happens after too many sign-in or verification attempts in a short period, when the browser or device is flagged as suspicious, or when there is a temporary security hold due to unusual activity or location. This is also why your own account failed to send a verification code the system is protecting itself, not the specific account.

It is also normal that the Outlook app remains signed in. The app uses a cached authentication token, and existing sessions can continue receiving email even when the account is temporarily blocked. This is helpful because it confirms the account is still valid and recoverable.

The most important step is to stop all sign-in attempts for at least 24 hours. Do not try signing in on any browser, phone, app, or device. Avoid triggering any Outlook app password prompts during this period. The goal is to let Microsoft’s security system reset without additional activity.

After waiting 24 to 48 hours with no attempts, using a device and network the account owner usually used in the past, such as her old laptop, home Wi-Fi, or her regular mobile network. Try the password reset again at https://account.live.com/resetpassword.aspx. If the SMS code still does not send after this waiting period, proceed directly to the Microsoft Account Recovery Form at https://account.live.com/acsr and complete the form with all available information.

If the recovery form is unsuccessful, Microsoft allows one submission every 24 hours. Each new attempt should include more details, such as additional recent email subjects, more past passwords, or using the original home network. Providing more accurate information increases the likelihood that the system will confirm ownership. You can refer this the Microsoft article: “Account recovery unsuccessful”

Kind regards,

John Oli