caught in a loop

Question

I have been trying to reset my passcode after intrusion. Exchange keeps asking for password, I go to reset, it sends code, it sends code again and then constantly tells me I tried too many times. Today it said system was not working, try later, I did and -try again tomorrow. This is going on for 3 days

Answer 1

Hi,

Thank you for sharing your question. I understand how frustrating this loop can be especially after an intrusion when you're urgently trying to secure access, only to hit repeated roadblocks.

Going through three days of reset requests that lead nowhere and being told the system is "not working" must be exhausting and stressful. You’re doing everything in your power, and it’s reasonable to expect a resolution by now.

Reason and resolution: This behavior points to Microsoft’s security systems engaging a protective lockout—sometimes referred to as “Smart Lockout”—which blocks sign-in attempts after detecting unusual activity or too many attempts, even if the password and code are correct. This can happen if sessions on other devices conflict, old cached credentials keep retrying automatically, or network & device inconsistencies persist.

To break the loop, start by locating a device where the account is still signed in or accessible. Once you have that, immediately revoke all other sessions and actively sign out everywhere else to stop stale or conflicting authentication attempts. Then clear or remove any saved credentials from browsers and apps (e.g. Outlook, Credential Manager) so they don’t keep retrying the old password. Wait for the lockout period to expire this could range from minutes to a couple of days before attempting again. After that, reset the password one final time, sign in on your main device first, and only reintroduce other devices one at a time to avoid retriggering the protection.

 

I hope this helps.

 

Best Regards,

Noel

Answer 2

It sounds like you're experiencing a frustrating issue with resetting your password in Exchange. Here are some steps you can take to resolve this:

1. Wait Before Trying Again: Since you've been locked out due to too many attempts, it's advisable to wait for at least 24 hours before trying again. This waiting period can help reset the lockout.
2. Use a Different Method: If you have an option to sign in using another method (like a different email or phone number), try that to bypass the password reset loop.
3. Clear Browser Data: If you're using a web browser to reset your password, try clearing your browser's cache and cookies or using an Incognito/Private mode.
4. Contact Support: If the issue persists, you may need to contact Microsoft Support for further assistance. They can help you with account recovery and ensure that your account is secure after the intrusion.
5. Check for System Issues: Sometimes, the system may be undergoing maintenance or experiencing issues. If you receive a message indicating that the system is not working, it may be best to try again later as suggested.

If you continue to have trouble, consider filling out the recovery form to verify your identity and regain access to your account.

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References:

• Why can't I log in to my Outlook account? - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A