Can’t Access account as second MFA route not working

Question

I have been trying to access my personal account. I have forgotten the password. MFA is in place but the account is not linked to the Authenticator app. I get a code through the alternate email but the second step of getting a code through text message is not working. What can I do?

Answer 1

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities. 

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Dear Mo Flynn

Thank you for reaching out to the Microsoft Q&A forum. I understand you are having problem with accessing your personal Outlook.com/Microsoft account because you forgot the password and the second verification step (SMS text code) is not working. I am happy to assist you. 

For Outlook.com (personal Microsoft accounts), if two-step verification is enabled, password reset requires two working contact methods (for example, email + phone, or email + authenticator). If the SMS method cannot receive codes, you won’t be able to complete the reset until you restore a second working method. Please follow these steps:  

• Fix the SMS code delivery issue 
  • Avoid repeated code requests back-to-back. Microsoft may temporarily block sending codes if there are excessive/repetitive requests or unusual activity; reduce attempts and try again later. See: Troubleshoot Microsoft verification code issues - Microsoft Support 
  • Verify the phone number is a true mobile number (not VoIP). VoIP numbers can’t be used to receive verification codes. If the number is VoIP, you must use a mobile number.  
• Use password reset, after the SMS route is reliable 
  • Start from Reset a forgotten Microsoft account password - Microsoft Support 
• If two-step verification is turned on and you cannot access any alternate methods to get a verification, please fill in the account recovery form. 
• If the form fails, please contact a live support agent so that your account can be further escalated : 
  • Visit Contact - Microsoft Support   
  • Type a brief description of your issue in the search box  
  • Scroll down to the bottom > select Sign in to contact support  
  • Log in to another available personal Microsoft account.   
  • Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm.  
  • Click "Chat with a support agent in your web browser" (during business hours) 

I hope that you can regain access after trying these steps. If you encounter further issues, please feel free to reply to this thread and I will be happy to help. Thank you for understanding. Have a lovely day! 

Answer 2

Because the second MFA method (text message) is not working and the password is forgotten, the only supported options are to either use another working security method or go through the security‑info/account‑recovery flow.

Use these paths depending on what still works:

1. If at least one other security method still works
   • Go to the Advanced security options page and sign in using the working method (for example, the alternate email code that still arrives).
   • Select Add a new way to sign in or verify and add a new phone number, email, or authenticator app.
   • Confirm it by entering the code sent to the new method.
   • After that, expand the phone/SMS method that is not working and select Remove.
   • Avoid changing all security info at once, or the account may be restricted for 30 days.
2. If all other security methods are effectively unusable
   • Start sign‑in to the Microsoft account.
   • At the Verify your identity prompt, choose I don't have any of these.
   • Follow the steps to replace the security info. Once replacement is completed, there is a mandatory 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 pending security‑info update.
3. If the password is forgotten and two‑step verification is on
   • Use the standard password reset flow described in How to reset your Microsoft account password. With two‑step verification enabled, two different contact methods must be completed (for example, authenticator app + backup email, or email + phone) before the password can be reset.
   • If the required second factor cannot be completed and no other method is available, use the I don't have any of these option and complete the account recovery form as described in Help with the Microsoft account recovery form.

If none of the configured security methods (email, phone, authenticator) can be used and the recovery form does not succeed, access to the account cannot be restored until Microsoft can verify identity through that process.

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References:

• Troubleshoot Microsoft verification code issues
• How to use two-step verification with your Microsoft account
• Use a screen reader to set up and troubleshoot multifactor authentication
• I need to reset my mfa methods - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Having problems getting text codes to confirm my account - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A