Signing into an older account where I know the username, password, and security questions but SMS codes don't come through

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Signing into an older account where I know the username, password, and security questions but SMS codes don't come through

Grayson Hailey 0

I've done everything I can to sign into another personal account. I have all the details I should need, but it requires an SMS code. When I try to have it send one it never goes through. I've tried account recovery but don't have enough details for it. The email I have for it is one I have never sent an email with so I can't provide enough proof for the automated system. The only things I don't know are the zip code I made it at and the credit card details and could provide anything else. At this point it won't let me try to sign in anymore. Am I out of options and the account is lost or is there more I can try?

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Answer 1

Jeronimo Fuerte 44,575 Independent Advisor

If you are being asked to verify the account, first select Use a different verification method on the verification-code screen. This will display all the verification methods currently registered to the account. If you cannot access any of the available methods, the next step is to submit the Microsoft account recovery form.

Please note that Microsoft support agents cannot add, remove, or change account security information, nor can they bypass the verification process. These protections are in place to keep your account private and secure.

I understand that this may not be the outcome you were hoping for, and I truly appreciate your patience.

Grayson Hailey 0 Reputation points

2026-07-28T22:59:36.7433333+00:00

I'm just confused. I have every piece of info they should need but the only option is to send an SMS code or go to account recovery. The SMS codes aren't being sent to my phone, and I've tripled checked I put in the right number.
Jeronimo Fuerte 44,575 Reputation points Independent Advisor

2026-07-29T03:31:29.84+00:00

The phone number you are entering may be your current number, but it must exactly match the one registered on the account; otherwise, you will not receive the verification code. It is also possible that Microsoft detected unusual activity involving that verification method and temporarily stopped sending codes. If another verification method is available, select Use a different verification option and try it instead.

If you have all the information needed to verify ownership of the account and two-step verification is not enabled, the account recovery form is the appropriate option:

https://account.live.com/acsr

However, if two-step verification is enabled, the recovery form cannot bypass it. You would need access to one of the verification methods or a previously generated recovery code.