Cannot sign into microsoft due to having a new device

Question

Got a new phone and I am signed out of every platform. Can not verify my identity with my phone number because I never receive a verification code.

Answer 1

Hi @JP Autos Bristol, 

Thank you for reaching out to the Microsoft Q&A forum. I’m really sorry you’re running into trouble signing in after switching to a new phone.  

If you’re an end user, the fastest way forward is to contact your organization’s IT administrator. They’ll be able to reset your authentication methods for you. You can simply ask them to follow Microsoft’s guide on revoking existing MFA sessions and requiring re‑registration: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

Once they do that, your old sign‑in sessions will be cleared. The next time you sign in, the system will guide you through setting up MFA again on your new phone, so you can start receiving verification codes normally. 

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If you happen to be an administrator yourself, see whether another admin in your organization can reset MFA on your behalf. If you’re the only admin in the tenant, the best option is to call Microsoft Support directly using the customer service phone numbers listed on the Microsoft Support site: Customer service phone numbers - Microsoft Support 

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.  

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:  

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

What kind of problem are you experiencing?         

Answer: Authenticator         

What products do you use?         

Answer: Office 365 for business         

Is this for an education or company account?         

Answer: For companies         

Are you an administrator?         

Answer: Yes         

Are there any other administrators in your organization?         

Answer: No. I am the only admin in my tenant          

Do you need a... Service request?          

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

I hope this information helps you take the right steps to regain access to your account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here. 

If you have any updates or additional questions, feel free to reply to this thread. I’ll be glad to assist further wherever I can. 

Thank you very much for your understanding. 

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Answer 2

Follow these steps based on the situation described (new phone, not receiving verification codes):

1. Check why the verification code is not arriving
   • Make sure the code is being sent to the correct phone/email: codes can only be sent to the primary alias or an email/phone already added as security info.
   • Avoid repeated requests: excessive or repetitive requests to alternative emails or phone numbers can cause a temporary block so codes are not sent.
   • Check if the phone blocks texts from unknown numbers; if so, change the phone settings, then choose I don't have a code and request a new one.
   • Ensure the number is a mobile number, not VOIP, because VOIP numbers cannot be used to receive verification codes.
   • If using email, check the junk folder for messages from @accountprotection.microsoft.com and mark it as a trusted sender.
2. If access to some security info is still available
   • If at least one verification method still works (for example, a backup email):
     1. Sign in to the Advanced security options page of the Microsoft account.
     2. Select Add a new way to sign in or verify and add the new phone number or email.
     3. Confirm it with the code sent to the new method.
     4. Expand the old/invalid security info and select Remove.
     5. Do not remove all security info at once, or the account may be restricted for 30 days.
3. If all security info is lost but the password is known
   • Start signing in to the Microsoft account.
   • At the Verify your identity prompt, select I don't have any of these.
   • Follow the instructions to replace the security info.
   • After replacement, there is a 30‑day wait before normal sign-in is allowed. During those 30 days, if the old security info becomes available again, it can still be used to sign in, but doing so cancels the update.
4. If the password is also forgotten and no security info works
   • Use the account recovery form:
     1. Read the guidance in Help with the Microsoft account recovery form.
     2. Submit the request via the Recover account link.
5. If still unable to receive codes
   • Another verification method or waiting until access to the listed phone/email is possible may be required. Support agents cannot send verification codes or change account details for security reasons.

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References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• 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