Account fix

Question

I am trying to help my mom logg in to her Microsoft account thet she created in 2010 I got her a new laptop and we can't change her password due to its not sending us a text

Answer 1

Hi, I'm John.

When was the last time she was able to access that Microsoft account? I ask because Microsoft may permanently close accounts that haven’t been used for over 2 years.

About SMS verification code. If haven't tried anything yet please start by:

• Make sure the phone number linked to account is still active, has signal, and can receive text messages. You might want to ask someone to send a test text just to confirm it’s working.
• Try toggling Airplane mode On and Off on your phone. This can help refresh SIM’s connection to the network/tower.
• For more troubleshooting steps, please see "Troubleshooting verification code issues see" https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48

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Click "Add comment" to let me know.

Regards,

John J.D.

Answer 2

If your mom is having trouble logging into her Microsoft account and is not receiving a text message to change her password, there are a few steps you can take:

1. Check Security Info: If you can briefly sign in, go to Microsoft Account Security to review the security information associated with the account, such as phone numbers and recovery emails. Ensure that the information is up to date and remove anything unfamiliar.
2. Alternative Recovery Options: When prompted for the two-factor authentication (2FA), look for an option that says "I don’t have any of these". This may trigger an alternative recovery process.
3. Account Recovery Form: If you cannot access the account, you can fill out the account recovery form at https://account.live.com/acsr. Provide as much accurate information as possible to help verify ownership.
4. Contact Microsoft Support: If the above steps do not work, you can contact Microsoft Support for further assistance. You can reach them through the support page and explain the situation regarding the inability to receive the verification text.
5. Try Different Methods: If you are still facing issues, consider trying to reset the password in an InPrivate browsing session or using a different browser. Sometimes, clearing the browser's cache can also help.

These steps should help in regaining access to the account.