cant reset password on outlook email

Question

I have another Outlook email account that I am locked out of. I have a two-step identification for it, one through email and the other by phone. Every time I try to reset the password, the phone option says it is not working. Account recovery will not work either because I have two-step identification set-up. How do I reset password and access this email account?

Answer 1

Hi!

Welcome to Microsoft Q&A forum.

Can you give me a bit more information on the account that got locked out, would this be a case that you inputted a wrong password multiple times or you simply forgot your password?

Next, Can I confirm when you say "phone option says it is not working" what exactly happens, is there a specific error message?

Answer 2

Hey there! Nice to meet you!

The error message you received indicates that your account is temporarily blocked due to the system detecting unusual activity.

Since you have access to your 2FA verification methods, please perform these steps to fix the 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 3

For an Outlook.com (personal Microsoft) account with two-step verification turned on, password reset is only possible if at least one security method (phone, email, or authenticator app) works. The process and limitations are:

1. Use the standard password reset flow
   1. Go to the Microsoft account sign-in page, enter the email, and select Forgotten your password?
   2. Follow the steps in Reset a forgotten Microsoft account password: choose a verification option (phone or alternate email) and enter the code that is sent.
   3. Because two-step verification is enabled, two different verification methods may be required (for example, authenticator app + backup email, or phone + backup email).
   Details: Reset a forgotten Microsoft account password and How to use two-step verification with your Microsoft account.
2. If the phone option is not working When choosing how to receive a verification code, if the phone method fails or is unavailable, select the alternate method (such as backup email). If none of the listed options work or are accessible:
   • On the verification screen, if available, select I don't have any of these. This can trigger an alternate recovery path or allow replacement of security info, as described in the two-step verification guidance.
3. If no verification option works with two-step verification enabled For Microsoft accounts where two-step verification is turned on and none of the configured security methods are accessible, support cannot bypass or disable 2FA:
   • The account recovery form cannot override two-step verification. If two-step verification is enabled and there is no access to any of the alternate methods, the account cannot be recovered through support or the form.
   • This is a security design: agents are not allowed to send password reset links or change security details when 2FA is enabled and no verification method is available.
   This limitation is documented in Help with the Microsoft account recovery form.
4. If codes are not arriving or are blocked If the problem is that codes are not being delivered (rather than the phone itself being lost or inaccessible), check the common issues:
   • Avoid repeated or excessive requests for codes; this can cause temporary blocking of code delivery.
   • Ensure the phone number is a mobile number (not VOIP) and is entered correctly.
   • Check if the device or carrier is blocking SMS from unknown numbers, and clear SMS inbox if full.
   • If email codes are used, check the junk folder for messages from @accountprotection.microsoft.com and mark as trusted.

If none of the configured verification methods (phone, backup email, authenticator) can be used successfully and two-step verification is enabled, the account cannot be reset or accessed.

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References:

• Reset a forgotten Microsoft account password
• How to use two-step verification with your Microsoft account
• Help with the Microsoft account recovery form
• Common problems with two-step verification for a work or school account
• My username and password have stopped working
• Can't sign in to the Outlook mobile app
• Unable to change password in my Outlook - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A