Why do I keep receiving the error message when trying to sign in?

Question

For some time, I've been unable to use my password to sign in to email. When I attempt to sign in on the internet, I receive a "You've tried to sign in too many times with an incorrect account or password" error message. When I attempt to use my phone number to send a sign in code, I get a "that option is not available" response.

The only way to sign in is to send a code to my alternate email. When I run the account checker it says there is nothing wrong with my account.

I have reset my password and that doesn't work either.

Why is this occurring? Is my account blocked and locked? How do I get my account reset?

Answer 1

The behavior matches a temporary security block on sign-in attempts, not a broken account.

When many incorrect sign-in attempts are detected (wrong password, wrong username, or repeated verification attempts), Microsoft may temporarily block certain sign-in methods to protect the account. That is why:

• Password sign-in shows “You’ve tried to sign in too many times with an incorrect account or password.”
• Phone/SMS verification shows “that option is not available.”
• Alternate email still works, because not all methods are blocked at once.

This is consistent with the documented reasons for blocks:

• Unusual activity or risky sign-in patterns.
• High volume of requests to phone/email security info.

The account checker reports “nothing wrong” because the account itself is valid; the block is on specific sign-in methods, not on the mailbox or data.

To resolve and reset access:

1. Stop repeated attempts
   Repeated sign-in attempts (password or codes) can extend or reset the block timer. Avoid trying to sign in over and over with the blocked methods.
2. Wait out the temporary block
   Guidance for these blocks is:
   • Wait at least 24 hours without repeated attempts.
   • If still blocked, wait longer (up to about a week) before trying again.
3. Use an available method in the meantime
   Since sign-in via alternate email works, continue using that method while the block clears.
4. Try another verification method or network
   • If SMS is blocked, use the alternate email (as already done) or any other method configured on the account.
   • If possible, try signing in from a different network (switch between Wi‑Fi and mobile data, or use another trusted network) in case the block is tied to network traffic.
5. Use the Sign-in Helper if problems persist
   If, after waiting and reducing attempts, the problem continues, run the Sign-in Helper to diagnose and get recovery options: use the Sign-in Helper tool linked from the verification-code troubleshooting article.
6. If username/password still fail
   If the password continues to be rejected even after the block period, follow the documented recovery flow for “username and password have stopped working,” which walks through:
   • Starting from Recover your account.
   • Verifying identity with a security code.
   • Setting a new password.

These steps do not indicate that the account is permanently locked; they indicate a protective, usually temporary block on certain sign-in methods.

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References:

• Troubleshoot Microsoft verification code issues
• My username and password have stopped working
• Why can't I log in to my Outlook account? - Microsoft Q&A