Wife cannot log in or rest password because of 2FA

Question

Hi, I am actually getting in touch about my wife's accout. She has tried to sign in but the password wasnt working, it said she had entered it one too many times but this was after the first attempt, so she did forgotten password but when getting to 2FA it said that this isn't available at this time, so she went with the account recovery form but its saying that she cannot do this due to the 2FA so she is stuck in this endless loop unable to get into her outlook. It's been going on for several days. She had a section come that said to hold a button to make sure she wasnt a robot and that was then stuck on a loop and then she got the same message that this verification method isn't available. So she cannot get into her account to log a ticket or speak with someone so would appreciate some support for her here please.

Answer 1

Hi! If two-step verification is enabled, the only way is to have access to one of the verification methods registered on your account. In this case, choose the option to use another verification method and try any others you have available. If you don’t have any, select that option anyway—this will take you to the request for the recovery code the system gave you (which you were asked to keep in a safe place) when you enabled two-step verification. If you don’t have that either, choose that option and you’ll likely be given the option to add a verification method in 30 days.