2 step authentication

Question

I have a new phone and my old data from my authenticator did not transfer. Im trying to log into my Microsoft account but I don't recall my password so im trying to reset it. Since 2 step authentication is turned on, it asks for me to verify. I can enter the code using the email but since I don't have access to my authenticator, I can only use phone verification but everytime it says, this method is not available at this time.

I filled out an account recovery form and it says they ignore those requests when you have 2 steps verification turned on.

I contacted customer support and they said there's nothing they can do. They're advice is to keep trying.

Ive been trying, using the same device, for 2 weeks but it's not allowing me to authentcate using my phone.

This account is tied to xbox and has an active subscription... help!

Answer 1

This seems like an endless loop which is very frustrating and not helpful for customers. So you're telling me there's a possibility that I won't be able to recover my account? Like I said, ive been trying for 2 weeks but it still won't allow me to use the phone verification, even if I have the correct phone number...its locking me out. I guess based on your response, I will hope for the "I don't have any of these" option.

Answer 2

Because two-step verification is turned on and there is no working second factor (Authenticator or phone), normal recovery paths are very limited and support cannot bypass them.

Use only the options that are still available and supported:

1. Try all existing security methods
   • When prompted to verify, always choose “Sign in another way” (or similar) and test every method shown:
     • Backup email (codes sent from @accountprotection.microsoft.com).
     • Any other phone number or method that might still be on the account.
   • If one method works even once, immediately:
     1. Go to the Advanced security options page.
     2. Add a new way to sign in or verify (new phone number, new Authenticator, etc.).
     3. Confirm it with the code sent.
     4. Then remove the old, inaccessible methods.
2. If phone verification is “not available at this time”
   • Avoid repeated, rapid attempts. Excessive or repetitive requests for codes can cause temporary blocking of verification codes and methods.
   • Wait out any temporary block (this can take some time) and then try again from:
     • A device and location previously used with the account.
     • A stable network connection.
3. If all security info is effectively lost
   • When signing in and asked to verify, select “I don’t have any of these” if that option appears. This starts the process to replace security info.
   • After replacing security info, there is a mandatory waiting period (up to 30 days) before full sign-in is allowed. During that period, if old security info becomes available again, it can still be used and will cancel the pending change.
4. If the password is also forgotten and no security info works
   • For personal Microsoft accounts, the only supported path is the Microsoft account recovery form. However, when two-step verification is enabled and no second factor is available, the documentation states that support cannot override this:
     • If two-step verification is on and none of the alternate methods can be accessed, support agents are not allowed to send password reset links or change account details.
   • Continue to attempt recovery only from a familiar device and location and provide as much consistent information as possible when using the recovery tools.
5. Xbox subscription and services
   • Xbox access is tied to the same Microsoft account. Without successful account sign-in, subscriptions and purchases cannot be moved or managed from another account.
   • Once access is regained via any of the methods above, immediately:
     • Update all security info.
     • Add multiple methods (Authenticator on the new phone, SMS, backup email) to avoid this lockout in future.

If none of the listed verification methods ever work and no “I don’t have any of these” path appears, the account cannot be recovered beyond what the automated systems allow.

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References:

• Common problems with two-step verification for a work or school account
• Help with the Microsoft account recovery form
• How to use two-step verification with your Microsoft account
• Use a screen reader to set up and troubleshoot multifactor authentication
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