I AM IN A LOOP TRYING TO ACCESS OUTLOOK

Question

I AM IN A LOOP TRYING TO ACCESS OUTLOOK. My passowrd is not working. When I try to set it using an alternate email I am asked for a second verification (my cell phone) but that is not working

Answer 1

Hi, Frederick Chandler

It sounds like the password reset is reaching the second security check, but the text message itself is being blocked or not delivered. This can happen because of phone settings, the mobile carrier, or an unsupported phone number.

Besides the solutions provided by the Q&A Assist, here are some suggestions you can try:

Restart the phone, confirm it can receive ordinary text messages, and make sure its message storage is not full. Check that messages from unknown or short-code numbers are not blocked. Your mobile carrier can also confirm whether Microsoft verification texts are being filtered.

Make sure the number shown on the verification screen ends with the correct digits. Internet-based or VoIP numbers cannot receive Microsoft verification codes, so the registered number must be a regular mobile number.

If a 25-digit Microsoft recovery code was saved when account security was configured, it can be used to regain access and update the password.

If Outlook is still signed in on another browser or device, open the account’s Security settings there and add Microsoft Authenticator or a passkey before signing out.

If this is a work or school Outlook account, contact the organization’s IT administrator. They can reset the account’s multifactor authentication registration.

Thank you for your patience in reading, I hope this information has been helpful to you. 

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Answer 2

If two-step verification is enabled, identity must be verified with two methods. If the alternate email works but the cell phone method does not, use another verification method if one is offered during sign-in.

Try this:

1. Start with the Microsoft account sign-in helper tool and enter the account email address or phone number: Sign-in Helper
2. If the password is correct but sign-in still fails, use Recover your account: Recover your account
3. When asked where to get the security code, choose a method that is known to work. If available, select I don't have any of these to replace security info.
4. If the alternate email is another Microsoft account such as @outlook.com, @hotmail.com, @live.com, or @msn.com, open the first sign-in in a browser privacy window, then open a second privacy window to sign in to the alternate email account and retrieve the code. This avoids being signed out of the first account.
5. If the phone verification method says it is not working, try another available verification method instead.
6. If no working verification methods remain, select I don't have any of these when prompted and follow the prompts. If backup security info must be changed, avoid changing all security info at the same time because the account may be restricted for 30 days.
7. If the account has been flagged for unusual activity or locked for security reasons, verification messages might not go through until that issue is resolved.
8. If sign-in still fails with a correct password or the username is not recognized, use the support contact option from the Microsoft account recovery page.

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References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account