unable to close account. no verification code being sent to registered phone

Question

unable to close outlook email

verification number not being sent to the registered phone

Answer 1

Hi Peter Osterloff

Thank you for reaching out to the Microsoft Q&A Forum. I’m sorry you’re stuck at the very last step. I understand you just want to close the account, but you’re blocked because the verification SMS never arrives.

To avoid repeating the Q&A Assist reply under your thread, could you let me know have you tried those steps already? If yes, what happened when you try?

Could you also confirm: Do you have any alternate verification method on the account (backup email/ authenticator), or is SMS the only option shown?

In the meantime, please check these:

What matters for closing the account:

To permanently close an Outlook.com mailbox, Microsoft requires you to close the Microsoft account, and you must sign in and verify your identity to do that. If you can’t sign in/verify, the closure can’t proceed.

If you only have the phone option:

• Ensure the phone can receive messages from unknown/short-code senders and you haven’t requested codes repeatedly in a short period.
• Confirm the number shown on screen matches your actual security info (Microsoft only shows partial digits for privacy).

If you’re not receiving the SMS code:

You can refer to Microsoft’s official guidance for missing verification codes here: Troubleshoot Microsoft verification code issues - Microsoft Support. Please kindly note that support can’t send verification codes or bypass verification.

For more details, you can see these official guides:

• Close your Outlook.com account - Microsoft Support
• How to close your Microsoft account - Microsoft Support

Thank you so much for your precious time and understanding.

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Answer 2

To close an Outlook.com account when SMS verification codes are not arriving, use only verification methods that are currently working and follow the supported troubleshooting steps for codes:

1. Try a different verification method
   • If SMS to the registered phone does not work, choose an alternate method already on the account (such as a backup email) when prompted to verify identity.
   • If prompted with a message like “Try another verification method,” follow the guidance to switch to another verification option connected to the account.
2. Avoid repeated code requests
   • Excessive or repetitive requests to the same or different phone numbers/emails can cause temporary blocking of code delivery.
   • If many attempts have already been made, stop requesting new codes and wait before trying again.
3. Check for blocks and temporary issues
   • Verification codes may be blocked due to unusual activity or high volume of requests, or delayed due to heavy compromised traffic from the current region. These conditions are temporary and automatically clear after some time.
   • If seeing errors such as “We cannot send a text message to this number,” this can also indicate a temporary block or an unsupported number type (VOIP numbers are not supported; a mobile number is required).
4. Confirm the phone number and email are correct
   • Ensure the last digits of the phone number and the first characters of the email shown during verification match the actual security info on the account.
   • If the phone number is a VOIP number, replace it with a mobile phone number as a verification method.
5. Use the sign-in helper if sign-in or verification continues to fail
   • If sign-in or verification issues persist, use the sign-in helper tool to diagnose common sign-in problems and see available support options.
6. If codes still do not arrive
   • Use another working verification method (such as a backup email) to access the account security settings and manage security info.
   • If no verification method is available or working, it may be necessary to wait until access to the registered phone or email is possible again. Support agents cannot send verification codes, password reset links, or change account security details on behalf of the account owner.

Once identity is successfully verified using any working method, proceed with the normal steps to close the Outlook.com/Microsoft account from the account management pages.

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References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Close your Outlook.com account