Failing to log in (in an attempt to retrieve bitlocker recovery key)

Question

I am trying to log in to my Microsoft account. I have my username and password.

When I request a code be sent to my email and to my phone, neither receives a code.

I have tried several times with each.

Both devices are receiving message, texts, and emails from all other sources.

Answer 1

Hi Thom Hobbs,

If you're unable to sign in to retrieve your BitLocker recovery key, one thing worth checking is whether you're using the same account that was associated with the device when BitLocker was enabled.

For a personal device, sign in from another device at Microsoft Recovery key and verify that the Recovery Key ID shown on the BitLocker screen matches a key stored in the account. Also check whether the recovery key was previously saved as a printout, text file, or on a USB drive when BitLocker was configured.

If the device was ever connected to a work or school organization, the recovery key may be stored under that organization's account instead. In that case, check with your IT administrator or use the organization's BitLocker recovery portal.

If the recovery key cannot be located in any of the backup locations, there is unfortunately no supported method to generate or recover a replacement key. In that situation, resetting or reinstalling Windows may be the only remaining option for regaining access to the device.

I understand this can be frustrating, especially when you're locked out of your PC. Let me know if you need further assistance, feel free to ask me by clicking "Add Comment" or "Add Answer" if you cannot add comment so your response will be visible. Thanks for your effort.

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Answer 2

If the username and password are correct but no verification code arrives by email or SMS, the supported checks are:

1. Check the email destination carefully.
   • Verification codes sent by email can only go to the primary alias or another email already added as a sign-in verification method.
   • Check the Junk folder.
   • Valid verification emails come from @accountprotection.microsoft.com.
   • Mark @accountprotection.microsoft.com as a trusted sender.
2. Avoid repeated code requests.
   • Excessive or repetitive requests to phone numbers or alternate emails can trigger a temporary block and stop code delivery.
3. Check for SMS delivery issues.
   • If the phone blocks texts from unknown numbers, change that setting and request the code again.
   • If the message inbox is full or the messaging app is malfunctioning, clear storage or troubleshoot the messaging app.
   • VOIP numbers cannot be used to receive Microsoft verification codes; a mobile phone number is required.
4. Try another verification method if one is available.
   • If SMS is blocked, try an alternate email connected to the account.
   • If email is failing, try another method already connected to the account.
5. Try another network.
   • Switch between Wi‑Fi and cellular data, or try a different Wi‑Fi network.
6. Wait before trying again.
   • Temporary blocks can happen because of unusual activity, high request volume, or heavy compromised traffic from a geographic region.
   • Do not keep retrying repeatedly.
   • Waiting 24 hours may remove the block; if not, wait longer, up to 1 week.
7. If the security info shown during sign-in does not look familiar, verify the account address.
   • Confirm the correct Microsoft account domain was used, such as .com vs .co.uk.
   • Confirm the account name was typed correctly.
8. If access is still blocked, use Microsoft’s recovery and sign-in tools.
   • Recover the account: Recover your account
   • Use the sign-in helper: Sign-in helper
9. If codes still do not arrive, another method or waiting may be required.
   • Support agents cannot send verification codes or change account details for account protection.
   • Technical support is available through Contact Microsoft Support.

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