Authentication

Question

I changed my phone number and I can't verify my identity when trying to log in

Answer 1

If this is a personal Microsoft account, use the sign-in recovery flow:

1. Start with the Sign-in Helper.
2. If the sign-in screen offers old verification methods that are no longer available, select I don't have any of these and follow the prompts.
3. If needed, go to your Microsoft account Security page and select Manage how I sign in to add a new way to sign in or verify.
4. If the old phone number is still tied to another Microsoft account, that phone number cannot be added to a second account. In that case, use a different mobile number.

Important:

• Do not change all security info at the same time, because the account may be restricted for 30 days.
• A phone number may not be available as a sign-in method for some personal accounts. Available options can include a recovery email address, Microsoft Authenticator, or a passkey.

If this is a work or school account, the fix depends on whether any alternate method is still available:

1. If another sign-in method still works, go to the Additional security verification page and update the phone number in Security info:
   • Delete the old phone entry.
   • Select Add sign-in method.
   • Choose Phone and add the new number.
2. If no verification method works and MFA is blocking sign-in, ask a Microsoft Entra administrator to reset MFA settings so contact methods can be registered again.
3. If password reset shows "We could not verify your account", the telephone number on file may be missing and an administrator must update it.

If sign-in fails because of repeated SMS or call verification issues, try another method such as Microsoft Authenticator or a verification code, or wait a few minutes before trying again.

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