Trying to reset a password on a Microsoft account in Australia but text message is not working

Question

I am trying to reset a Microsoft account password for a friend who forgot their Microsoft password. Tried the reset password link and the only option she has is receive a text message to her number. The last digits are correct and I entered the last 4 digits as requested. The screen that comes up has a "sorry that option is not working right now". How do I proceed from here? The customer is in Australia so it may be a local or temporary problem. I have to travel for a 30 minutes to get to her home. Can someone at Microsoft confirm this error/problem has now been fixed so I can go there and reset her account password and sign in on her new laptop?

Thanks

Mike

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

You might receive this error if your account is temporarily blocked. Avoid making repeated attempts, as this will reset the time lock. So, after 24 hours,

Open an incognito tab on any web browser and use the following link to reset the password.

Make sure you switch your internet connection to Mobile data instead of Wi-Fi this time.

https://account.live.com/ResetPassword.aspx

See if you receive the verification code.

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If you are still having trouble resetting the password for her account, you can use the account recovery form here to recover her account -

https://account.live.com/acsr

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.