How to get access to outlook

Question

I changed carriers (back to previous one) and transferred info to new phone. Outlook requests verification on a landline number that was disconnected 10 years ago. I have filled out every and tried changing the name of new phone. I have access on the old phone but no matter the password, it will not recognize new phone as legit.

Answer 1

Hello Dina Haney,

I understand how difficult it is to have access on the old phone but be unable to verify the account on the new one.

Please note that this is a user-to-user forum. Contributors cannot access your account or change its verification information.

The Q&A Assist guidance is generally correct. Have you had a chance to try opening the Microsoft account Security page from a browser on the old phone?

I would also like to add that being signed in to the Outlook app does not necessarily mean the Security page will open without requesting verification again. Please keep the account signed in on the old phone and do not remove it yet. Changing the new phone’s name will not update the security information associated with the account.

If you cannot update the verification method, you may contact Microsoft Support:

1. Visit the Microsoft Support contact page: Contact - Microsoft Support    
2. In the search bar provided on the page, type "Account Security" and press Enter.    
3. Click on the "Get Help" button that appears.    
4. Scroll down the page until you see and click on the "Contact Support" option.    
5. When prompted to select your product or service, choose "Other Products".    
6. For the category, choose "Manage Account Security".    
7. Look for and click on "Chat with a support agent in your web browser".    
8. When prompted, provide a valid contact email where Microsoft can reach you regarding your case.    
9. Explain your situation clearly: Be concise but provide all the relevant details.      

Please be advised that support can guide you through the available recovery options, but agents cannot send verification codes, bypass account-security requirements, or manually change account details.

I hope this helps.

Answer 2

Since access is still available on the old phone, use that working sign-in path to update the account security info before trying the new phone again.

1. On the old phone or any device where sign-in still works, open the Microsoft account Security basics page and sign in.
2. Go to Advanced security options > Get started.
3. Add a current verification method such as the new phone number, another email, or an authenticator app.
4. Enter the security code sent to that new method, then select Next.
5. After the new method appears in the list, remove the disconnected landline from the security contact info.

If the sign-in flow shows the old number and there is no access to it, select I don't have any of these and follow the prompts to replace the security info.

Important: do not change all security info at the same time, because the account may be restricted for 30 days.

If the issue is specifically in Outlook mobile on the new phone, update the app to the latest version and try signing in again.

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