How to enter a new recovery phone?

Question

My phone number changed, so I need to change my recovery phone number. I deleted the old one and entered the newone. Not only did I not receive a security code, but the page where I was supposed to enter the code only displayed the text "Help us stop robots" and nothing else. What's wrong, and how do I fix or get around this problem?

Answer 1

Hi Roger Blair,

Welcome to Microsoft Q&A!

I understand how frustrating it is when you try to update your recovery phone number and the verification screen doesn’t load properly. When a recovery method is changed quickly, it might be detected as suspicious activity and trigger the system to "stall out" to confirm the true account owner is making the update. There are your options:

1. Refresh the page. Sometimes the CAPTCHA fails to load on the first attempt.
2. Wait a few hours or a day and try to add your phone number again.
3. Temporarily disable any ad‑blockers, tracking‑blockers, or extensions overall.
4. Use an InPrivate/Incognito window to avoid cached or blocked elements.
5. Restart your router to refresh IP address or use your mobile hotspot (if possible).
6. If it still shows no verification field, clear your browser cache and cookies and try again.
7. If none of the above works, use another device (e.g. phone, tablet, or another computer).

To ensure you stay connected, it’s always a good idea to have a secondary verification method set up, like an email address or an authenticator app. Keeping an alternative way to verify your identity prevents any risk of being locked out.

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Answer 2

To enter a new recovery phone number, you need to ensure that the phone number is formatted correctly and that you are following the proper steps to update it. Here are some troubleshooting tips to help you resolve the issue:

1. Correct Formatting: Make sure that you are entering the new phone number in the correct format. For example, it should typically be in the format of +1 4251234567 for US numbers.
2. Check for Existing Numbers: If you have previously registered for Microsoft Entra multifactor authentication or self-service password reset, ensure that the new phone number is not already associated with another account.
3. Try Again Later: If you encounter the "Help us stop robots" message, it may be a temporary issue with the Microsoft service. Wait a few minutes and try again.
4. Use Alternative Methods: If you continue to experience issues, consider using another method for authentication, such as the Microsoft Authenticator app or verification codes.
5. Contact Support: If none of the above steps work, you may need to reach out to Microsoft Support for further assistance.

By ensuring the correct formatting and following these troubleshooting steps, you should be able to successfully update your recovery phone number.

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References:

• Authentication methods in Microsoft Entra ID - Voice call
• Error when you reset your password in Azure, Office 365, or Intune: Your request could not be processed