I am unable to log in to my account

Question

Hello, I am unable to reset my account password since the recovery methods available on the portal don't send the OTP to my registered phone numbers, specifically in Kenya

Answer 1

@MOTECH COMMUNICATION said

unable to reset my account password since the recovery methods available on the portal don't send the OTP to my registered phone numbers, specifically in Kenya

I am not aware of any specific restriction on SMS codes being sent to Kenya. But there is a long history of problems with Microsoft SMS verification, even for US users.

Does the Account Sign-In Helper offer you any alternatives?

• In a Private/Incognito browser session, open: https://aka.ms/sign-in-helper
• Scroll down to "Choose how you normally sign in, then enter your details"
• Click "With an email address"
• Enter your email address and click [OK]

If you can not find any other way to verify, you can try the Account Recovery Process
https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

If you can complete one verification step for your account (e.g. password), but can't access any of the other verification methods, and have repeatedly failed the Account Recovery process, or can't use Account Recovery because your account has Two-step Verification (2FA, MFA), then you can try to request that all the verification methods be replaced.

This will put your account in a 30 day "Pending Request" state. You will have limited access to the account during this period or no access at all if the account has Two-step Verification enabled.

See the Answer by "Hornblower409 Jun 25 2026" in
https://learn.microsoft.com/en-us/answers/questions/5920985/how-to-fix-we-will-send-a-verification-code-to-(mo

Answer 2

Hi!

Use the guide below if you are not receiving the verification code by phone.

https://support.microsoft.com/en-us/account-billing/troubleshoot-microsoft-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48

• You should also use the Sign-In Helper in Can't sign in?.

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If that doesn't work, contact your carrier. Some carriers may use filters that classify international OTP messages as promotional messages. Third-party SMS apps on your phone could also cause this.

Answer 3

For a personal Microsoft account such as Outlook.com, start with the Sign-in Helper because it checks the account and guides the correct recovery path: Sign-in Helper

If the reset flow is asking for verification codes but the OTP is not arriving to the registered phone number, use these supported steps:

1. Avoid excessive or repeated code requests. Repeated requests can trigger a temporary block where codes are not sent.
2. Check whether SMS delivery may be limited in the region. Microsoft notes that in some regions, SMS services can have limited functionality or temporary unavailability.
3. If the account also offers email verification, check the junk folder and look for messages from @accountprotection.microsoft.com.
4. If the phone blocks texts from unknown numbers, change that setting and request the code again.
5. If the phone inbox is full or the messaging app is malfunctioning, clear storage or troubleshoot the messaging app.
6. If the listed phone is a VOIP number, replace it with a mobile number when access is restored, because VOIP numbers cannot be used to sign in or receive verification codes.

If the password is correct but sign-in still fails, or the reset flow does not work, use: Recover your account

If recovery options are not recognized and two-step verification is not turned on, use the Sign-in Helper.

If two-step verification is turned on and there is no access to any alternate verification method, support cannot send password reset links or change account details.

If recovery by normal methods still fails, complete the Account recovery form from a device and location previously used for that account if possible: Account recovery form

Before submitting that form, prepare a working email address that can receive Microsoft’s response.

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References:

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