Unable to reset password or recover account

Question

I have been trying to reset my password but have not been able to do so. I have the two step authenticator turned on, but every time I try to retrieve a code via phone number I get the follow error message: "Try another verification method. That verification method isn't working right now. Please try another method." This has been happening for several days. I can't recover my account either due to my two step authenticator being turned on. Please help!

Answer 1

Hi,

I understand that you are receiving the message: “Try another verification method. That verification method isn't working right now. Please try another method.” when trying to reset your password. This usually appears due to unusual activity, a high volume of requests, or similar issues.

Since you already attempted password reset and are unable to receive codes via your phone, here are a few things you can try:

• Make sure you’re using a device and location you’ve previously used to sign in.
• Try a different verification method, such as an alternate email instead of SMS (if available).
• Switch networks (for example, try Wi-Fi instead of mobile data, or vice versa).
• Avoid making repeated attempts, as this can temporarily block verification.

In some cases, waiting 24 hours or up to a few days without attempting to sign in may help reset the system.

For further assistance, you can use the sign-in helper tool to identify the issue and explore available support options: https://go.microsoft.com/fwlink/?linkid=2214157

Reference (see “Try another verification method” section): https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48

Answer 2

Follow these steps based on the current situation with two-step verification and account recovery.

1. If the password is known but verification via phone fails:
   1. When prompted for a verification code and the phone method shows the error “That verification method isn't working right now,” choose a different verification method (for example, backup email, Microsoft Authenticator app, or another phone number) if any are listed.
   2. If at least one other security method works, sign in and go to Advanced security options for the account.
   3. Select Add a new way to sign in or verify, add a new phone or email, verify it, then remove the phone method that is failing.
2. If the password is known but all security methods fail:
   1. Start sign-in to the work or school account.
   2. At the Verify your identity prompt, select I don't have any of these.
   3. Follow the instructions to replace the security info.
   4. After replacing security info, there is a 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 update.
3. If the password is forgotten and two-step verification is on:
   1. Use the standard password reset flow described in How to reset your Microsoft account password. With two-step verification enabled, two different security codes are required (for example, one from the authenticator app and one sent to a backup email or phone).
   2. If none of the security methods are available, use the Microsoft account recovery form as described in Help with the Microsoft account recovery form. Provide as much accurate information as possible.
4. If sign-in in general is failing (username or password issues):
   1. Follow the guidance in I can't sign in to my Microsoft account:
      • If the password is forgotten, use the Reset your password flow.
      • If the password is known but not accepted, use the Sign-in Helper tool.
      • If verification codes are not being received, follow the troubleshoot Microsoft account verification code issues steps.

If no verification method works and the recovery form does not succeed, the automated recovery processes are the only supported way to regain access; support agents cannot bypass two-step verification or manually change security info for protection reasons.

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References:

• Common problems with two-step verification for a work or school account
• I can't sign in to my Microsoft account
• How to use two-step verification with your Microsoft account
• Can't sign in to my email - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A