Old Phone attached to old email needs to be current.

Question

When I have a code sent to phone the account is attached to an old email address that I cannot get into and old phone number. It has been changed but continues to wants to send the code to old number. I am not sure what original email was used but if it is old I am not able to get into those either.

Answer 1

Dear jean glavosek, 

Please note that this is a user-to-user community. As moderators, we have limited access to internal development details. Our role is to direct users to the appropriate support channels and resources. While we cannot provide backend analysis, we will do our best to assist within our responsibilities. 

Thank you for reaching out to the Microsoft Q&A forum. This happens when your Microsoft account security info (phone/email used for verification codes) is still set to the old number/email. Please update the security info using the Microsoft account security pages below:  

• If you can still sign in with your password 
  • Go to Microsoft account Security page and add a new verification method first: open the Security tab, select Manage how I sign in, then add a new way to sign in or verify and complete the verification to your current phone/email.  After the new method is working, remove the old phone/email from Advanced security options (you should add new info before removing old info).  
• If you cannot sign in because codes only go to the old number/email 
  • Use Reset a forgotten Microsoft account password - Microsoft Support and select the option that you don’t have access to those verification methods; if you don’t see any usable option, submit the Microsoft account recovery form and follow Microsoft’s “Help with the Microsoft account recovery form” guidance (use a working contact email you can access and provide as much account usage info as possible).  
• If all steps above fail: 
  • Visit Contact - Microsoft Support   
  • Type a brief description of your issue in the search box  
  • Scroll down to the bottom > select Sign in to contact support  
  • Log in to another available personal Microsoft account.   
  • Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm.  
  • Click "Chat with a support agent in your web browser" (during business hours).

Thank you for your understanding. 

Answer 2

If you're unable to receive codes for account verification because they are being sent to an old phone number and email address, you may need to update your security information. Here are some steps you can take:

1. Access Your Microsoft Account Security Page: If you can sign in to your account, go to the Microsoft account security page to review and update your recovery options.
2. Remove Old Information: If your old phone number or email is listed, try to remove it and add your current contact information.
3. Use Alternative Recovery Options: If you don't have access to the old email or phone number, look for an option that says "I don’t have any of these" when prompted for 2FA. This may trigger an alternative recovery process.
4. Contact Microsoft Support: If you are unable to update your recovery options, consider reaching out to Microsoft Support for assistance. They can help you verify your identity and regain access to your account.
5. Complete the Recovery Form: If necessary, fill out the recovery form with as much accurate information as possible to help Microsoft verify your identity.

These steps should help you regain access to your account and update your recovery information accordingly.

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References:

• Can't sign in to my email - Microsoft Q&A
• Authenticator app not sending code to my email - Microsoft Q&A