locked out

Question

I cant re set my forgooten password on a locked account because my 2nd authentication is my mobile and microsoft is not sending me the text

Answer 1

Follow these steps to regain access when the password is forgotten and the text verification code is not arriving:

1. Start the standard password reset flow
   • Go to the Microsoft account sign-in page.
   • Enter the account email and, on the password screen, select Forgotten your password? (or use the Reset password link: https://go.microsoft.com/fwlink/?linkid=2273955).
2. Try alternative verification options
   • On Step 2: Verify your identity, choose any available method (alternate email, different phone, etc.).
   • If there is no usable option, or none are accessible, use the appropriate sign‑in helper tool shown in the article:
     • If no option to send a code appears, or none are accessible, use the sign-in helper tool linked there.
     • If the verification options shown are not recognized, use the other sign-in helper tool link.
3. Address the “no text message” issue
   • If the error is “We cannot send a text message to this number”, possible causes include:
     • Temporary block due to unusual or repetitive activity.
     • Too many code requests in a short time.
     • Use of a VOIP number (not supported for verification).
   • Actions:
     • Stop requesting more codes for a while to avoid extending any temporary block.
     • Wait for the temporary block to clear automatically, then try again.
     • Ensure the number is a mobile phone number, not VOIP, and, if needed, add a valid mobile number as described in the article.
4. If the account itself is locked
   • If the sign-in page does not show Next and indicates the account is locked, follow the aka.ms/ link shown on the lock screen to submit the account reinstatement form.
   • Submit the form once and wait for the Microsoft Online Safety team to respond by email; multiple submissions can slow the response.
5. If none of the verification options work
   • Use the Microsoft account recovery/sign‑in helper tools referenced in the password reset article to prove ownership.
   • Provide as much accurate information as possible when prompted (previous passwords, contacts, subject lines, etc.).

If the issue is with Microsoft Authenticator specifically (for example, “Authentication did not complete”):

1. Ensure Microsoft Authenticator is unlocked on the device.
2. Confirm notifications are enabled and not silenced.
3. Update to the latest version of the app.
4. Check that the device has a working internet connection and correct date/time.
5. If the password itself is forgotten, use the password reset flow above and then reconfigure Authenticator after regaining access.

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References:

• Reset a forgotten Microsoft account password
• Troubleshoot Microsoft verification code issues
• Microsoft account has been locked
• Authentication did not complete