Technical Issue: Unable to Add Phone Number (Country Code +62 Not Supported Error)

Question

I am writing to report a persistent issue when trying to add a phone number to my Microsoft account aliases.

Account Email: abduljarakb*****@gmail.com

Issue Description: Even though I have selected the correct country code for Indonesia (+62), the system displays an error message: "We don't support that country code. Use an email instead."

Steps I have taken:

I have tried entering the number with and without the leading '0' (e.g., 0838... and 838...).

I have tried using different browsers and incognito mode.

I have cleared my browser cache and cookies.

I have verified that the number is a standard mobile number from a major Indonesian provider (Axis/XL).

Attached is a screenshot of the error for your reference. This issue prevents me from securing my account and managing my sign-in preferences properly.

Please look into this validation error and assist me in adding my phone number.

Best regards,

anugrah

Answer 1

The error occurs before the phone number itself is validated and indicates that the country code or number type is being rejected by the Microsoft account system, not by the browser or device.

Key points and checks based on current behavior and documentation:

1. Only mobile numbers are supported for sign‑in and verification
   • VOIP numbers cannot be added as a way to sign in or get verification codes. The number must be a standard mobile phone number.
   • If the provider or number range is treated as VOIP or non‑mobile by Microsoft’s verification system, the UI can reject it.
2. How to correctly add a phone number alias
   • Go to the “how you sign in” / alias management page: Edit account info.
   • Choose Add phone number.
   • Select the country (Indonesia, +62).
   • Enter the number without the leading 0 (for example, if the local format is 0838xxxxxxx, enter 838xxxxxxx).
   • Complete the verification steps if the number is accepted.
3. When the system says “We don’t support that country code”
   • This message can appear if:
     • The number is detected as VOIP or otherwise unsupported.
     • The region/number range is temporarily blocked or not available for SMS verification.
   • In such cases, retrying in different browsers or clearing cache does not resolve it, because the block is on the service side.
4. Workarounds to secure and manage the account while this persists
   • Add or confirm an email alias instead of a phone number using the same alias management page.
   • Ensure there is at least one verified email set as security info so verification codes can be received by email.
   • If the goal is to use the number for Microsoft Authenticator or MFA, ensure at least one working email or another phone number (from a different provider, if available) is added and verified.
5. When self‑service does not work
   • If the number is a normal Indonesian mobile number and still triggers the “We don’t support that country code” message, this is likely a backend validation or reputation issue that cannot be fixed from the client side.
   • In that case, contact Microsoft support so the account and number can be checked and, if necessary, unblocked or corrected on the service side.

---

References:

• How to add an email address or phone number to your Microsoft account
• Troubleshoot Microsoft verification code issues
• Help with "phone number is already used" in a Microsoft account
• Change the email address or phone number for your Microsoft account
• Adding your phone number to a Microsoft account in Microsoft Teams Free