Update Phone Alias

Question

My outlook account is an old hotmail account. My 2-factor verification is set up to an old phone number that is no longer in service. I cannot access and update my phone number to my NEW number without it wanting to send a one-time code to my OLD number.

Answer 1

You're most welcome, and I hope you have a great day!

Best regards,

Darhyl

Answer 2

Hey there! Nice to meet you!

Since you have two-factor authentication (2FA) enabled, do you have the 25-character recovery codes for the 2FA?

Important: If you have an active 2FA, the account recovery webform (ACSR) will inform you that your recovery request will be ignored.

If yes, please go to account.microsoft.com > Forgot Password > click "I don't have any of these" on both verification methods > click "Yes" on the 25 recovery code (if you have one) > from here, you will be asked to wait 30 days in order to update your security info and recover your account.

During this time, you will not be able to sign in to sites or services with your account.

However, if you do not have access to all of your verification methods and the 25-recovery codes from your 2FA, I'm afraid it is no longer possible to recover/verify the account.

Thank you for your understanding.

Best regards,

Darhyl

Answer 3

Because the old phone number is the only 2‑factor method and is no longer available, the phone alias cannot be updated directly from within the account settings. Changing or adding a new phone number as an alias or security method requires successfully signing in and completing the existing verification challenge first.

To regain access, use the Microsoft account recovery process and then update the phone number once access is restored:

1. Go to the Microsoft account recovery page and follow the “I forgot my password” or account recovery flow to prove ownership of the account using any remaining security info or the detailed recovery form (recent contacts, subjects, etc.).
2. After access is restored and sign‑in is possible again, update aliases:
   • Sign in to the Microsoft account “Your info” / “how you sign in” page at https://account.live.com/names/manage.
   • Choose Add phone number and add the new number as an alias.
   • Optionally remove the old phone number or change which alias is primary, using the steps in “Change the email address or phone number for your Microsoft account.”
3. If multifactor authentication is enforced through work or school (Microsoft Entra ID/Office 365), update MFA methods on the Additional security verification / Security info page after signing in, by deleting the old phone method and adding the new phone number.

If none of the recovery options work and sign‑in is not possible at all, the account cannot be updated from the self‑service pages; support escalation via Microsoft’s account recovery/support channels is required.

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References:

• How to add an email address or phone number to your Microsoft account
• Change the email address or phone number for your Microsoft account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Can't sign in to my email - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A