Can't reset password for Microsoft/Outlook.com account

Question

I am trying to help my spouse login to our home computer or login to outlook.com. We get the message that her password is incorrect. When we try for a password reset, and get a verification code sent to her phone, we answer the question to complete the last 4 digits of her phone number. But after that, we get a message that the service for sending the code is not working right now. I would love to speak with a live tech support person, or even do a live chat, but I cannot find those. The 877-696-7786 number keeps sending us back to the support we content. Any ideas?

Answer 1

Hey there! Nice to meet you!

The error message your spouse received indicates that her account is blocked due to the system detecting unusual activity.

Kindly have her perform these steps to fix the verification method error:

1. Perform a password reset via Incognito/InPrivate window using different devices and network services.
2. If it doesn't work, wait exactly 48 hours to reset the password.
3. If the issue persists, kindly wait exactly 1 week to perform another password reset. The idea is to wait for the account lock to expire first before you reset the password, as stated in this article: https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (48 hours or 1 week), as this may reset the lock cooldown.

“Please note that this is a public forum, I will be responding you in short period of time and regret for a delay in response. As I am merely a fellow user trying to provide insight and information that may be helpful to others.”

Thank you for your understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl

Answer 2

Use the standard Microsoft account recovery flow first, then, if needed, move to the account recovery form and live support.

1. Try the normal password reset again
   1. Go to the Microsoft account password reset page: Reset a forgotten Microsoft account password.
   2. Enter the Outlook.com email address and follow the prompts.
   3. When asked to confirm the phone number, retype the first part of the email address or the last four digits of the phone number, then select Get code.
   4. Microsoft will send a verification code to the selected phone or email. Retrieve the code and enter it to set a new password.
   If the service for sending the code reports it is not working:
   • Try again in an InPrivate/Incognito browser window or after clearing browser cache.
   • Try a different browser and, if possible, a different network (for example, mobile hotspot instead of home Wi‑Fi), as suggested in similar cases.
2. If verification codes still fail
   • Use the guidance under I can't sign in to my Microsoft account to pick the right path:
     • If the password is forgotten, follow the reset flow above.
     • If the password is known but not accepted, use the Sign-in Helper tool referenced in the article.
   • If there are issues specifically with verification codes, follow the troubleshooting steps linked from that page: troubleshoot-microsoft-account-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48.
3. Use the Microsoft account recovery form (if normal reset keeps failing)
   • If the standard reset and verification options fail, fill out the Microsoft account recovery form from a familiar device and location: Account recovery form.
   • Provide as much accurate information as possible about the account.
   • Note the important limitation: if two-step verification is turned on and none of the alternate verification methods are accessible, support cannot override that protection.
4. Contact Microsoft Support / speak with a person
   • For sign-in issues, the official guidance is:
     • Use the flows under I can't sign in to my Microsoft account and, if needed, the Help with the Microsoft account recovery form.
   • To reach a live agent (chat or callback) as described in similar cases:
     1. Go to the Microsoft support contact page: Contact support or the general support entry point.
     2. Sign in with any Microsoft account that is accessible (if necessary, create a new one just for support contact).
     3. Choose Microsoft account & billing / Manage Account Security or similar, then select chat or callback when offered.
   • Another route from Windows is to open the Get Help app, type something like “Chat with an agent,” then choose Contact support, select the product (Microsoft account/Outlook.com), and follow prompts to connect to an agent or request a callback.

These are the supported paths: retry the reset with different browser/network, use the verification-code troubleshooting, escalate via the account recovery form, and then contact Microsoft Support via the online contact options for live help.

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References:

• Reset a forgotten Microsoft account password
• How can I recover my password for Microsoft accounts, including Outlook.com, Hotmail, Live, MSN, Onenote, etc.?
• Help with the Microsoft account recovery form
• I can't sign in to my Microsoft account
• My username and password have stopped working
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A