Security Info

Question

Afternoon,

My phone number that was used to setup my account has been discontinued, and I cannot verify my account. There is not an alternate verification option, so when the system tries to call and verify me the number just rings and rings or shows disconnected. How can I get this number updated and add a second email for verification purposes?

Answer 1

Dear @GOMEZ, CARISSA M,

Good day, and I appreciate the clear explanation of your concern. From your description, I understand that the phone number originally linked to your account has been discontinued, so you can no longer complete the verification step. Because there is currently no working alternate method available, you are now trying to update that number and, if possible, add another verification option such as an email address.

As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users. 

If this is a personal Microsoft account, and two-step verification is turned on and you cannot access any of your alternate verification methods, use Microsoft account recovery:

• Go to: https://account.live.com/acsr
• Follow the steps to prove your identity (alternate email, last working phone number, or security questions).

For reference: Help with the Microsoft account recovery form - Microsoft Support

If this is a work or school account and you have lost access to all verification methods, at the Verify your identity prompt you can select I don't have any of these and follow the instructions to replace your security info. This process can trigger a 30-day waiting period before sign-in is restored.

If self-service recovery is not available for your organization, or if you cannot complete the process, you will need to contact your organization’s IT administrator or help desk for assistance. They can reset your security info or add new verification methods from the Microsoft 365 admin center (Azure AD / Entra ID). If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

I hope this information helps clarify the available options and gives you a clear path forward. Should you have any further questions or need additional assistance, please don't hesitate to reach out. I'm always here to help. Have a wonderful day! 

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Answer 2

To update the phone number when there is no alternate verification option available, use the built-in recovery and security-info replacement flows.

1. On the sign-in screen, when asked to verify using the old phone number, choose I don't have any of these (or similar wording) instead of trying to receive a call or text.
2. Follow the prompts to replace your security info. You will be guided through account recovery and asked to add a new phone number and/or email address as security info.
3. After recovery completes and access is restored, go to your Security info page and add a second verification method (such as another email or a different phone number) so you are not locked to a single discontinued number in the future.

If you see a message like "make sure you can receive a security code", you must verify or add new security info. This prompt can be skipped for 24 hours at a time, but after seven days you must complete it before signing in again.

If you no longer recognize or control the listed phone/email at all and cannot pass any verification, you may need to use the account recovery flow and, if necessary, contact Microsoft support from a different account, as public forums and tools cannot override security checks.

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References:

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