Cant log in to account on second device

Question

cant get code by message or email. Password showing as incorrect

Answer 1

Hey there! Nice to meet you!

The error message you mentioned: "cant get code by message or email." may indicate that your account is temporarily blocked due to the system detecting unusual activity.

If you have access to your verification methods, but you are receiving an error message when resetting the password, kindly 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 2

Follow these steps in order:

1. Check that the username is correct
   • Make sure the full email address (including the domain such as .com or .co.uk) is correct.
   • Confirm there are no spelling mistakes in the name part (for example, rachel vs rachael).
2. Try signing in from a trusted browser and network
   • Use a different browser or an InPrivate/Incognito window and try to sign in again.
   • Avoid repeated sign-in attempts for a while if there have already been many, as too many attempts can trigger temporary protection blocks.
3. Reset the password
   • Go to the password reset page via Recover your account and enter the email, phone number, or Skype name used to sign in.
   • Choose where to receive the security code (phone or email) and select Send code.
   • Enter the code, then set a new password and confirm it.
4. If verification codes are not arriving
   • Check the junk/spam folder for messages from @accountprotection.microsoft.com.
   • Make sure the phone number or email shown for verification is correct.
   • If using SMS:
     • Confirm the phone does not block texts from unknown numbers.
     • Ensure the SMS inbox is not full and the messaging app is working.
     • Do not make excessive or repetitive code requests, as this can cause temporary blocking of code delivery.
   • If using email:
     • Confirm the code is being sent to the correct mailbox (primary alias or an email added as a verification method).
5. If using one Microsoft account to verify another
   • If the alternate email ends in @outlook.com, @hotmail.com, @live.com, or @msn.com, use privacy mode so both accounts can stay signed in:
     1. Open a browser in privacy/InPrivate mode.
     2. Sign in to the account that is asking for the code and leave that tab open.
     3. Open a second privacy/InPrivate window.
     4. Sign in to the alternate email account and get the verification code from the message.
     5. Go back to the first window and enter the code.
6. If the account may be temporarily blocked or flagged for unusual activity
   • Microsoft may temporarily stop sending codes if there is unusual activity or heavy compromised traffic from the region. In that case, wait and try again later, avoiding repeated requests.
7. If sign-in still fails after reset
   • Use the Sign-in helper to diagnose sign-in issues.
   • If the account still cannot be accessed, use the Recover your account flow again, ensuring all requested information is provided.

If none of these steps work and access to verification methods is not possible, contact Microsoft Support using another account to request further help with account recovery.

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References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• My username and password have stopped working
• What happens if there's an unusual sign-in to your account
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Why can't I log in to my Outlook account? - Microsoft Q&A
• Having problems getting text codes to confirm my account - Microsoft Q&A