Outlook/outlook for mobile/outlook for android/For home

Question

I bought a new Samsung cell phone that previously had outlook. I cannot get a verification code to get outlook on my new phone as the number to send verification is a landline.

Answer 1

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Hi Denis Pritchard

Please reply with these details so the issue can be narrowed down:

• Can you still sign in to the account on any old phone, PC, or browser?
• Do you see I don’t have any of these during verification?
• Is there an alternate email, Authenticator, or passkey option listed, or only the landline?
• Is this an Outlook.com, Hotmail, Live, or MSN email account?

Also try these steps:

1) Check whether another verification method is available

When Outlook asks for verification, look for options such as Use a different verification option, Sign in another way, or I don’t have any of these, if shown.

If an alternate email, Microsoft Authenticator, or passkey is available, use that method instead of the landline.

See: Troubleshoot Microsoft verification code issues | Microsoft Support

2) If you can still sign in on another device, update your Microsoft account security info first

If you are still signed in on an old phone, tablet, PC, or browser:

• Go to Microsoft account security.
• Select Manage how I sign in.
• Add a working verification method, such as an email address, Microsoft Authenticator, or passkey.
• Verify the new method.
• After the new method works, remove the old landline method if the page allows it.

3) If you cannot access any listed verification method

If the only option is the landline and you cannot receive the code:

• Start from the Microsoft account sign-in helper | Microsoft Support
• Enter the Outlook.com, Hotmail, Live, MSN, or Microsoft account address.
• When asked for verification, choose I don’t have any of these, if it appears.
• Follow the prompts to replace the old security information with a method you can access.

4) Use the account recovery form if the sign-in helper cannot restore access

Please fill in the ACSR form

Before submitting the form, gather as much information as possible, such as:

• Previous passwords used on the account.
• Recent email subject lines.
• Email addresses of contacts you have sent messages to.
• Any Microsoft services connected to the account, such as Outlook.com, Xbox, Skype, OneDrive, or Microsoft subscriptions.

Submit the form from a device and location where you previously used the account, if possible.

5) After account access is restored, add Outlook on the Samsung phone again

Once you can verify the account successfully:

• Install or update Outlook for Android from the Google Play Store.
• Open Outlook for Android.
• Select Add Account.
• Enter the full email address.
• Complete sign-in using the new working verification method.

6) If Outlook mobile still fails after the account is recovered

If the account works on the web but Outlook for Android still has problems, open Outlook for Android and submit an in-app support request:

• Tap your profile photo.
• Tap the ? help icon.
• Select Contact Outlook Mobile Support.

See: Get in-app help for Outlook for iOS and Android | Microsoft Support

Please tell me how it goes. If the problem persists, please don’t hesitate to reply to this thread and I will be happy to help. Have a lovely day!  

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