No security code options

Question

Hi, I've just got a new phone and swapped all data over from old phone.

I cannot log into my work email which is also linked to my bank.

Every time I try to reset my password, it does not give me any verification option.

Just says show more verification methods. I click that and it just changes to say i don't have any of these.

I have tried forms to fill in online asking for last sent email which i have in front of me on my old phone.

It asks for all passwords used.

I've only had 1 password I think for that email and if I knew it I wouldnt be asking to reset it.

I send it all over but comes back unfortunately we cannot verify it's you.

I have tried calling but it's automated and says go online.

I need someone I can talk to about this.

As I say, I am still logged in on my old phone so whatever information they need I can give them, just can't remember my password and Microsoft is not giving me the option to get a security code.

Please help.

Answer 1

Hi!

Try resetting your password or accessing your account on a device other than your new phone. I recommend using a computer temporarily for this.

You should use the Microsoft Sign-In Helper. It's the fastest way to verify your identity and resolve login problems.

https://support.microsoft.com/en-us/account-billing/microsoft-account-sign-in-helper-7117cc8d-0d68-4658-b4fb-c4b7ee8a8e28

If you are unable to log in because your password or username is listed as incorrect, but you are sure they are correct, see the topic below. It will help you recover your account.

https://support.microsoft.com/en-us/account-billing/my-username-and-password-have-stopped-working-802abb61-19db-4e88-a5ff-fc83c97d1a9d

Answer 2

Because the account is protected by security info and two-step verification, password reset is only possible if at least one verification method (phone, email, authenticator, etc.) can be successfully used. Support cannot bypass this or send codes manually.

Use these steps based on what is currently accessible:

1. Since the account is still signed in on the old phone
   • Go to the Security info or Advanced security options page for the Microsoft account while signed in on the old phone.
   • Add a new way to sign in or verify (for example, a new mobile number, email address, or the Microsoft Authenticator app on the new phone).
   • Complete the verification for the new method when prompted.
   • After the new method is added and working, remove any outdated phone/email methods that are no longer accessible.
   • Then perform the password reset again using the new verification method.
   Guidance for this flow is described under “I've lost access to my Microsoft account security info” for cases where some security info is still available.
2. If all security info is effectively lost
   • When prompted to verify identity during sign-in or password reset, choose “I don't have any of these”.
   • Follow the instructions to replace the security info. Once replacement is completed, there is a mandatory 30‑day wait before normal sign-in is allowed.
   • During those 30 days, if the old security info becomes available again and is used to sign in, the pending update is cancelled.
3. If password is forgotten and no security info works
   • Use the Microsoft account recovery form as described in Help with the Microsoft account recovery form and Recover account. Provide as much accurate information as possible (recent email subjects, contacts, etc.).
   • If the form response says identity cannot be verified, there is no supported way for support agents to override this or grant access.
4. Important limitations
   • To protect the account, Microsoft support agents are not allowed to send verification codes, password reset links, or change account details on behalf of the user.
   • Excessive or repetitive requests for codes can cause temporary blocking of verification code delivery. If many attempts have been made, waiting before trying again may be required.

If self-service recovery continues to fail and this is a work account (managed by an organization), contact the organization’s IT/help desk, as they can clear or reset security info for work or school accounts.

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References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Can't sign in to my email - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Authenticator locked and cannot access at all after replacing phone - Microsoft Q&A