Microsoft SMS Verification -That verification method isn't working right now. Please try another method.

Question

On an MS account that has both a Windows laptop and an M365 subscription tied to it I am unable to log in following what I suspect is an account hack. When asking for a password reset I'm offered the option to recieve a 6 digit code via my gmail email address which works and then its followed up with my 2MFA to send an SMS to my mobile no. At this point on entering the last 4 digits of the mobile no I'm shown a page stating 'Try another verification method -That verification method isn't working right now. Please try another method.'

This account only has my email address and mobile number stored against it, so I've completed the account password reset form and am told via email after submitting the form that the request can not be processed because you've turned on two-step verification.

Can anyone point me in the direction of a webchat or phone number call to get this resolved?

Many thanks

Answer 1

The message “Try another verification method – That verification method isn't working right now” indicates that SMS verification for this account is temporarily blocked or unavailable, often due to unusual activity, high volume of requests, or risk-based blocking on the phone number or region.

To proceed, use the supported recovery paths and tools rather than repeatedly retrying SMS:

1. Use a different verification method
   • If any other method is configured (alternate email, Microsoft Authenticator, etc.), choose that instead of SMS when prompted.
   • The block can be tied specifically to the SMS method, so switching methods is the primary workaround.
2. Avoid repeated attempts and wait
   • Excessive or repetitive requests to the same phone number can cause or extend a block.
   • Wait at least 24 hours without further attempts; if still blocked, wait longer (up to a week) before trying SMS again.
3. Try another network
   • Sign in again from a different network (for example, switch between Wi‑Fi and mobile data, or use a different Wi‑Fi network). This can help if there is heavy compromised traffic from the current network or region.
4. Use the Microsoft sign‑in helper
   • Run the sign‑in helper tool, which can identify the specific sign‑in issue and present available recovery options for the account:
     • Sign-in helper
5. If still blocked from receiving or using codes
   • If no verification method works and the account recovery form is rejected because two‑step verification is enabled, there is no manual override of two‑step verification by support agents.
   • In that case, either:
     • Wait for the temporary block on SMS/verification to clear (as above) and then try again, or
     • Use any other security info (phone or email) that can be accessed and is already on the account.
6. Contact Microsoft Support for additional guidance
   • For technical support and to confirm available options for this specific account scenario, use the official support entry point:
     • Contact Microsoft Support → describe the sign‑in and 2FA problem → Get Help → Contact Support.
   • Note: Support agents cannot send verification codes, password reset links, or change security details on the account, but they can confirm what options are available and guide through the supported flows.

These are the only supported ways to regain access when two‑step verification is enabled and SMS is temporarily blocked.

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References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account