Not receiving any verification code

Question

Hi!

My son have a computer and he cannot log in in his own computer because it need a verification code. When i log in in another device, i could open his email and i try to send a message to his email and he receive but when he log in his own computer and it needs a verification code but he dont receive anything. We try everything in the alternative selection but it could not work. Why his hotmail account dont receive any verification code?

Respectfully yours

Concern mother

Answer 1

Hi Tomas Karlsson

Welcome to Microsoft Q&A forum. 

Please try following the QA Assist steps first (especially: check the Junk/Spam folder for emails ******@accountprotection.microsoft.com, add this address to your Trusted/Safe senders list, if the code is being sent to another Microsoft email account then try retrieving it using InPrivate/Incognito mode, and avoid repeatedly clicking ‘Send code’ to prevent a temporary block).

If you still don’t receive the code after trying the steps above, please let me know whether the code is being sent via Email or SMS, and which method is shown on the screen, so I can guide you through the correct next steps.

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Answer 2

These are the main things to check and try when a Hotmail/Outlook.com account is not receiving Microsoft verification codes, even though normal emails arrive.

1. Confirm where the code is being sent

Verification codes are only sent to:

• The primary alias of the Microsoft account, or
• An email/phone number that has been added as security info.

On a device where sign-in works:

1. Go to the Security basics page and sign in with the son’s Microsoft account.
2. Select Update info.
3. Check that the listed email address and/or phone number are correct and accessible.
4. If one method is not working, choose another method that is known to work, or select I don't have any of these to replace the security info.

If the alternate email ends with @outlook.com, @hotmail.com, @live.com, or @msn.com, then one Microsoft account is being used to verify another, which can cause confusion about which account is signed in.

Workaround in that case:

1. Open a browser in privacy/InPrivate mode.
2. Sign in with the account that is asking for the code and leave that window open.
3. Open a second privacy/InPrivate window.
4. In that second window, sign in to the alternate email account and read the message from the Microsoft account team.
5. Copy the verification code and enter it back in the first window.
6. Check junk/spam and trust the sender

Even if normal emails arrive, verification emails may be filtered.

• Verification codes are sent from @accountprotection.microsoft.com.
• Check the Junk or Spam folder in the Hotmail/Outlook.com mailbox.
• If the code email is there, mark it as Not junk and add @accountprotection.microsoft.com as a trusted/safe sender so future codes go directly to the inbox.

3. Avoid excessive or repeated code requests

Microsoft may temporarily stop sending codes if:

• Too many verification codes are requested in a short time, or
• The activity looks unusual compared to normal sign-in behavior, or
• There is heavy suspicious traffic from the current region.

In that situation:

• Stop requesting new codes repeatedly.
• Wait for the temporary block to clear automatically (this can take some time).
• Try again later from a familiar device and network.

4. If using SMS/text codes

If the son is trying to get a code by text message instead of email, check:

• The phone is not blocking texts from unknown numbers.
• The SMS inbox is not full and the messaging app is working properly.
• The phone number is entered correctly in the account’s security info.
• The number is a mobile number, not a VOIP number (VOIP numbers cannot be used for verification codes).

If texts are blocked from unknown senders, change the phone settings, then on the verification screen choose I don't have a code to have a new code sent.

5. When none of the methods work

If no verification method works (no email code, no SMS code, all alternatives fail):

• Another method may need to be chosen (for example, a different email or phone that is listed as security info), or
• It may be necessary to wait until access to the listed phone/email is possible.

Important security limitation:

• Support agents are not allowed to send verification codes, password reset links, or change account details.

If sign-in is completely blocked:

• Use the sign-in helper tool to diagnose common sign-in issues.
• For additional technical help (not for bypassing verification), go to Contact Microsoft Support, describe the problem, and use the Get Help and then Contact Support options.

If the account has been flagged for unusual activity or locked for security reasons, verification messages might not go through until that security issue is resolved or the temporary lockout expires.

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References:

• Troubleshoot Microsoft verification code issues
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Having problems getting text codes to confirm my account - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A