Password reset not working (phone number)

Question

Hi Team

Please assist.

Im trying to set up a new laptop for my wife but she can't remember her microsoft login password.

When i click forgot password it only gives me an option to use the last 4 digits of her phone number and the after entering it tell me the service is not working at the moment.

Please help

Kind Regards

Kevin Moore

Answer 1

Hello,

This is the official tool designed to resolve password and login‑related problems, and it is the fastest way to verify your identity and complete the reset process.

(You can find the Sign‑In Helper in the support article on the Microsoft account help page.)

I can't sign in to my Microsoft account

If the password reset page does not work or only shows the phone option, you can also try the Microsoft account recovery route:
Reset a forgotten Microsoft account password

1. Enter the Microsoft account email and click Next.
2. If you cannot receive the code, select “Show more verification options.”
3. Choose “I don’t have any of these” and select No. (If two‑step verification is enabled, this method cannot be used.)
4. Complete the account recovery form.

Answer 2

Use the Microsoft account recovery and password reset flow, and if the SMS option keeps failing, switch to the helper/recovery tools shown below.

1. Start the standard password reset
   1. On the Microsoft sign-in page for your wife’s account, select Forgotten your password?.
   2. If that window is closed, go to Reset password: Reset password.
   3. Enter her Microsoft account email (the one used to sign in on the old device) and select Next.
2. Try the phone verification again
   1. On Step 2: Verify your identity, choose the phone number option.
   2. Confirm the last 4 digits when prompted and select Get code.
   3. If a code is sent, enter it and then set a new password (Step 4 in the article).
3. If the phone/SMS option says “service not working” or no code arrives
   1. If there is any other verification option (backup email, alternate phone, etc.), choose that instead.
   2. If no working option is available or nothing appears for where to send a code, use the Sign-in Helper tool mentioned in the reset article:
      • “If you don't see an option for where to send a code, or you no longer have access to any of the verification options shown, use this sign-in helper tool.”
   3. Follow the prompts there to continue recovery.
4. If the account still cannot be recovered
   1. Use the Account recovery form from a device and location your wife has used before (for example, her old PC): Account recovery form.
   2. Fill it out with as much accurate information as possible.
5. If the username/password appears not to exist or still fails
   1. Confirm the Microsoft account is typed correctly (including domain such as .com or .co.uk) and that the name is spelled exactly right.
   2. If the message “The Microsoft account you've entered does not exist” appears and spelling is correct, follow the guidance in My username and password have stopped working.
6. If all online recovery fails
   • Contact Microsoft support and explain that the password reset flow fails with a “service not working” message and that no verification method is usable. Use the Contact support option from the “My username and password have stopped working” article.

Once access is restored and the new password is set, sign in on the new laptop with that Microsoft account and consider adding multiple security options (phone, alternate email, authenticator app) so future recovery is easier.

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References:

• Reset a forgotten Microsoft account password
• My username and password have stopped working
• Help with the Microsoft account recovery form
• Can't sign in to my email - Microsoft Q&A