Double Factor Authentication using Mobile + Email does not work for Password Recovery

Question

Hello Outlook Support Team,

I forgot my Microsoft/Outlook account password and am trying to recover it. The recovery process asks for two authentication methods.

I successfully receive and enter the code sent to my recovery email, but when I also try to use the code sent to my mobile phone (the second method), I get an error message saying "this method is not available" or a similar error.

This happens every time I attempt recovery, so I cannot complete the process.

Answer 1

Hey there! Nice to meet you!

The error message you received, "the code sent to my mobile phone (the second method), I get an error message saying "this method is not available" or a similar error." indicates that your account is temporarily blocked due to the system detecting an unusual login pattern.

Kindly 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 it doesn't work, 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.

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

Best regards,

Darhyl

Answer 2

Use only one working verification method first, then switch to the supported recovery path instead of insisting on the failing combination.

1. Start with the standard password reset flow
   1. Go to the password reset page: this link.
   2. Choose the option like “I forgot my password,” enter the Outlook/Microsoft account, and follow the prompts.
   3. When asked for verification, use the method that works reliably (for example, the recovery email) and complete the flow if possible.
2. If the phone method keeps showing “this method is not available” This usually means that specific security info (that phone number) cannot currently be used for verification (rate‑limited, blocked, or otherwise unavailable). In that case:
   1. Do not keep retrying the same phone option repeatedly, as excessive or repetitive requests can cause temporary blocking of verification codes and methods.
   2. Use only the working method (email) if the flow allows it, or choose I don't have any of these when prompted for verification methods to trigger the alternative recovery path.
3. If no verification method lets you complete the reset If neither phone nor email can be used to finish the reset, move to the account recovery form, which is the next step when normal verification fails:
   1. First, read the guidance at Help with the Microsoft account recovery form to understand what information is needed and how to maximize the chance of success.
   2. Then submit the recovery request via the account recovery form: Recover account.
   3. Complete the form from a device and location previously used to sign in to the account, and provide as much accurate detail as possible (old passwords, contacts, email subjects, etc.).
   4. Wait for the response (typically within 24 hours) and follow any instructions received at the contact email provided.
4. If two‑step verification is enabled and no method works For Microsoft accounts with two‑step verification turned on, if none of the configured security methods (phone, email, authenticator, etc.) are accessible, support agents cannot bypass 2FA or send manual reset links. In that case, the only supported path is:
   1. Try to regain access to at least one security method (phone, email, or authenticator) and then retry the reset.
   2. If that is impossible, use the account recovery form as above and wait for the automated decision.
5. If you know the password but the phone method is blocked If the password is still known but the phone method is not usable:
   1. Sign in to the Advanced security options page of the Microsoft account: Sign in.
   2. Select Add a new way to sign in or verify, add a new phone or email, verify it, then remove the problematic phone entry.
   3. Avoid changing all security info at once, as that can trigger a 30‑day restriction on the account.

If repeated attempts have already triggered rate limits or temporary blocks, wait the required cooldown period (often about 24 hours) without further attempts, then retry using the working method and, if needed, the recovery form.

---

References:

• How can I recover my password for Microsoft accounts, including Outlook.com, Hotmail, Live, MSN, Onenote, etc.?
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues