Email account locked but no text verification option

Question

My husband's email account has been locked after a scammer obtained his phone number and email address. He has tried to unlock the account but there is no option to send an SMS message for him to verify his account. He has the phone with the number, where the scammers do not, can you tell me how to get an SMS verification sent so he can get back into his account please?

Answer 1

Hey there! Nice to meet you!

Important: If the hacker was able to remove the verification methods (the recovery phone number) from your husband's account, the workarounds below will not work, and the only way to recover your husband's account is through the account recovery webform: https://account.live.com/acsr

Also, if he has an active 2FA, ACSR will inform him that his recovery request will be ignored. If he only receives a message indicating that the recovery request is successful or that insufficient information was provided, this means that 2FA is disabled.

If the recovery phone number is still linked to your husband's account and if he still has access to it, kindly have him perform these steps to fix the verification method error:

1. Perform a password reset via Incognito/InPrivate window using different devices and network services.
2. If you receive an error message or you can't receive the verification codes from the recovery phone number, wait exactly 48 hours to reset the password.
3. If the issue persists, kindly wait exactly 1 week to perform another password reset. The idea is to wait for the account lock to expire first before you reset the password, as stated in this article: https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (48 hours or 1 week), as this may reset the lock cooldown.

Once he regained access to his account, kindly have him secure his account by enabling the two-step verification feature and ensure that the verification methods are updated on account.microsoft.com > Security > Manage how I sign in

Lastly, I recommend following the guide from this thread to prevent unauthorized logins: https://learn.microsoft.com/answers/questions/4049625/someone-is-repeatedly-trying-to-access-or-hack-my?forum=windows-all&referrer=answers

Thank you for your understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl

Answer 2

We have tried the account reinstatement form several times and it immediately comes back as unsuccessful, so it does not appear anyone has actually reviewed it and is automatically rejecting it. Will the lock remove after a period of time so he can try receive a SMS verification at that time?

Answer 3

If the Microsoft account is already unlocked but SMS is not appearing as a verification option, the only available actions are those exposed by Microsoft’s automated security system on the sign‑in and security pages.

Use these steps and checks:

1. Sign in at https://account.microsoft.com
   • On the sign‑in screen, follow the prompts exactly and choose whatever verification options are actually offered (email, trusted device, etc.).
   • If SMS is not listed, it means the phone number is either not on the account as security info, is blocked, or Microsoft’s risk checks are temporarily suppressing SMS for that account/region.
2. Check for temporary blocks or unusual‑activity protections
   • Microsoft may block sending verification codes (including SMS) if there has been unusual activity or too many code requests.
   • In these cases, codes may not be sent for a period of time and the only option is to wait for the temporary block to clear and avoid repeated requests.
   • See the guidance under “You may be blocked due to unusual activity” and “Don’t make excessive or repetitive requests” in the verification‑code troubleshooting article.
3. Try alternative verification methods first
   • If an email address is offered, use that to get a code and sign in.
   • Once signed in, go to the Security section of the Microsoft account and review/update the security info so that the correct mobile number is added as a sign‑in/verification method (not a VOIP number).
4. If the account shows as locked when signing in
   • Follow the unlock flow at https://account.microsoft.com; it will ask for a security code.
   • Any mobile phone number that can receive SMS can be used; it does not have to be pre‑registered on the account.
   • Enter the husband’s mobile number there if that option is presented. If SMS is refused to that number with an error like “We cannot send a text message to this number,” it is likely due to temporary blocking or VOIP/unsupported number.
5. If no “Next” or no code option appears at all
   • This indicates the account is locked due to suspicious activity or Terms of Use issues.
   • Use the aka.ms link shown on the lock screen to submit the account reinstatement form. A Microsoft Online Safety agent will review it and respond by email; additional manual options (including sending reset links) are only available after that form is processed.

If none of the above flows offer SMS as an option, there is no manual way to force Microsoft to send a text; the system will only offer methods it currently trusts for that account. Use the offered method (usually email), then update security info after regaining access, or complete the reinstatement/recovery forms and wait for the automated/agent review.

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References:

• Microsoft account has been locked
• Troubleshoot Microsoft verification code issues
• What happens if there's an unusual sign-in to your account
• Why is Microsoft texting me?
• Having problems getting text codes to confirm my account - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A