changed my email address in my account settings, but the system still brings up my old email address to send verification codes. How can I fix this?

Question

I changed my email address 3 yrs ago in my account settings, but the system still brings up my old email address to send verification codes. How can I fix this?

Answer 1

Oh.. any chance you only changed the alias, but you didn't go to Security > Manage how I sign in to update your security contact, is that the case?

If that's the case, do you have a trusted device you can get there now to update?

If not, if you are stuck at the step where it asks for code, look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. You can read more about it directly from Microsoft here:

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.

Answer 2

Verification codes are always sent to the security info (aliases) currently configured on the Microsoft account, not just what appears in basic profile settings. The old email address is still listed as security info, so it continues to appear as a verification option.

To fix this, update the account’s security info and aliases:

1. Sign in to the Security basics or Advanced security options page using a method that still works (for example, phone or another email).
2. Select Update info or Add a new way to sign in or verify.
3. Add the new email address as a way to sign in/verify if it is not already listed.
4. After confirming the new email (a code will be sent there), expand the old email entry and select Remove.
5. Confirm removal.

Important points from the documentation:

• Verification codes sent by email can only be sent to the primary alias or another email added as a way to verify sign in; simply changing the sign‑in email in profile settings is not enough.
• Do not remove all security info at once. If all security info is removed, the account is put into a restricted state for 30 days where no further security changes are allowed.
• If access to all security info is lost, start sign‑in, choose I don't have any of these at the “Verify your identity” prompt, and follow the steps to replace security info. After replacement, there is a 30‑day wait before normal sign‑in with the new info.

Once the old email is removed from security info and the new email is confirmed as an alias/verification method, the system will stop offering the old address for verification codes.

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References:

• Troubleshoot Microsoft verification code issues
• Change the email address or phone number for your Microsoft account
• Removing a sign-in verification method
• Common problems with two-step verification for a work or school account