text message authentication is broken and I'm Locked out of my account.

Question

Hello, I cant tell if my account was locked because of a hack but it made me change my password then wouldn't recognize the password I changed it to. Now when I try and do a Password reset it makes me the do the code to my email and my phone, but the text message code option says "cant do that right now". I have this email setup with Duo for two factor auth but it doesn't bring that option up in the reset menu. I emailed the account recovery team and they sent back an automatic reply saying because I have two factory enabled they typically ignore these requests and redirected me back to the password reset page that DOES NOT WORK as I have said. Ironically it let me sign in to this page with the email in question, some how. But on the Microsoft main page and Xbox game app on PC it wont let me sign in. How do I recover this login? Thanks.

Answer 1

Follow these steps in order, based strictly on what currently works and what is blocked:

1. Stop repeated attempts for now
   Too many password-reset and code attempts can trigger temporary blocks and rate limits on both SMS and recovery forms. When that happens, Microsoft may stop sending codes or show messages like "can't do that right now" for phone verification. Wait at least 24 hours with no further sign-in or reset attempts, then try again. Repeated attempts can keep resetting the lockout timer.
2. Use the sign-in helper to identify the exact issue
   Since sign-in works in some places (this page) but not on the Microsoft account portal/Xbox app, use the official sign-in helper to diagnose the problem and route to the right flow:
   • Go to the sign-in helper: Sign-in helper
   • Choose the option that best matches (for example, can’t sign in, verification not working, or account locked).
   This tool is the main entry point Microsoft uses to detect whether the account is blocked, rate-limited, or has verification issues, and it will surface the supported recovery paths.
3. Handle the broken SMS verification step
   The “can’t do that right now” message on SMS is consistent with: • A temporary block due to unusual activity or high volume of requests to that phone number.
   • Regional or traffic issues affecting SMS delivery. Recommended actions from Microsoft for this situation: • Do not keep retrying the same SMS option; that can extend or turn a temporary block into a longer one.
   • When possible, choose another verification method that is already on the account (alternate email, other phone, or app-based method) instead of SMS.
   • If using a mobile device, try another network (switch between Wi‑Fi and cellular, or use a different Wi‑Fi network).
   • If nothing changes after 24 hours, wait longer (up to a week) before more attempts, as recommended for blocks. See: “How to fix "Try another verification method" error message” and “I'm not getting my verification code. What do I do?” for details on blocks and SMS issues.
4. If any security info still works, add a new method and remove the broken one
   If sign-in succeeds anywhere with the correct password and any verification method (for example, email code still works), immediately:
   1. Go to Advanced security options: Sign in.
   2. Select Add a new way to sign in or verify and add a new phone number or email that is under control.
   3. Confirm it with the code sent to that new method.
   4. Expand the old/broken phone number entry and select Remove, then confirm.
   Important: Do not remove all security info at once; doing so can trigger a 30‑day restriction where sign-in is blocked while security info changes are pending.
5. If all security info is effectively unusable
   If SMS is blocked and no other verification method is accepted during sign-in:
   1. Start sign-in at the Microsoft account page: Sign in.
   2. When prompted to verify identity, choose I don't have any of these (if shown).
   3. Follow the guided process to replace security info.
   4. After replacement, there is a 30‑day wait before full sign-in is allowed. During this period, existing security info can still be used; using it cancels the pending change.
6. If password is forgotten and no security info works
   When the password is not accepted and none of the verification options are usable, the only supported path is the account recovery form:
   1. Review the guidance: Help with the Microsoft account recovery form.
   2. Use the recovery form: Account recovery form.
   3. Complete it from a device and location commonly used with this account (same PC/home/office).
   4. Provide as many accurate details as possible (old passwords, contacts, subject lines, etc.).
   Note: If two-step verification was turned on by the account owner and none of the 2FA methods are accessible, Microsoft support and the recovery form cannot bypass that protection. Support agents are not allowed to send password reset links or change account details in that scenario.
7. If you are fully locked out due to rate limits or blocks
   When the system reports too many attempts or “usage limit exceeded” for codes, Microsoft’s guidance is: • Wait out the lockout (typically ~24 hours; if still blocked, wait longer, up to a week).
   • Avoid any further attempts during that time.
   • After the cooldown, retry via the sign-in helper and, if needed, the recovery form again.
8. If the account might be compromised
   If the forced password change or unusual behavior suggests compromise: • Once access is regained, go to the Security basics page → Review activity and mark any unfamiliar sign-ins as not yours, then follow the prompts to secure the account.
   • Change the password again to a strong, unique one and review all security info (phone, email, app registrations) for anything unfamiliar and remove it.
9. When more help is needed
   If, after waiting out blocks and using the sign-in helper and recovery form, access is still not restored: • Use the sign-in helper: Sign-in helper to surface remaining support options.
   • For technical issues (for example, persistent errors on the reset page), go to Contact Microsoft Support, describe the sign-in/verification problem, and then choose Contact Support for available options. Important: Even through support, agents cannot send verification codes, bypass 2FA, or directly change account details; they can only guide through the supported automated flows.

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References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Help with the Microsoft account recovery form
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A