CHANGE TO NEW PHONE NUMBER FROM OLD NUMBER HOW TO

Question

NEW PHONE NUMBER I CANNOT SIGN INTO MY ACCOUNT BECAUSE I HAVE A NEW PHONE NUMBER. I cannot sign into my Micro account because I have a new phone number, no way to change to new number.

New phone number

Answer 1

Hi virginia,

I'm sorry to hear that you are unable to sign in to your Microsoft account because your phone number has changed. 

Just to gently clarify before we go any further, forum users do not have the ability to access, modify, or recover user accounts. Due to security and privacy requirements, issues such as sign in failures, password recovery, and multi factor authentication can only be addressed by Microsoft’s dedicated support teams, who have the appropriate tools and authorization to manage account level settings securely. 

Based on your description, it sounds like the verification code is still being sent to your old phone number. Since you no longer have access to that number, you are unable to complete the security verification step or update the phone number from your account settings. 

Please follow the guidance below depending on the type of account you are using: 

1/ If this is a personal Microsoft account 

If you are using a personal Microsoft account, such as Outlook.com, Hotmail.com, Live.com, or another personal Microsoft email address, please use the Microsoft account recovery process. 

• When you are prompted to verify using your old phone number, please look for an option such as “I don’t have any of these” or “I can’t access this verification method.” You can then continue with the account recovery form and provide as much accurate information as possible to help verify ownership of the account. 
• Once you regain access to your account, you can go to account.microsoft.com/security, select Manage how I sign in, and review your verification methods. Please note that the option to add a new phone number may no longer be available. If this option is not shown, you can add another available verification method, such as an alternate email address, Microsoft Authenticator, or a passkey, for future use.

Detailed guidance: 

• Help with the Microsoft account recovery form | Microsoft Support 
• Microsoft account security info & verification codes | Microsoft Support 

2/ If this is a work or school account 

• If this account is provided by your company, school, or organization, please reach out to your organization’s IT administrator or help desk and share your new phone number with them. They should be able to update or reset your authentication methods for you.  
• If this account is provided by your company, school, or organization, please reach out to your organization’s IT administrator or help desk and share your new phone number with them. They should be able to update or reset your authentication methods for you.  
• You can also share the steps outlined in this article with them: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn.  
• In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support   

Once your IT administrator resets your MFA settings, you should be prompted to set up your authentication method again during sign-in. At that point, you can register your new phone number and regain access to your account. 

I hope this issue gets resolved soon. Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.  

Thank you again for your patience and understanding. 

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Answer 2

NEED TO CHANGE PHONE NUMBER FROM OLD TO NEW NUMBER