problem microsoft

Question

Hello Microsoft Support Team, I am writing to request assistance with recovering access to my Microsoft account. My account email is [PII: Removed] gmail.com. Currently, I am completely unable to log in because I need to reset my password. However, when I attempt to go through the recovery process, the security verification code never arrives on my mobile phone. Since I cannot receive the SMS verification code, I am locked out of my account and cannot change the password. Could you please help me verify my identity through alternative means or assist me in regaining access to my account? Thank you for your time and assistance.

Answer 1

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Hi Alexander Zakharov

Please try the steps below:

1) Use Microsoft’s Sign-in Helper first 

Go to the Microsoft account sign-in helper | Microsoft Support, enter the affected Microsoft account, and follow the result shown.

2) Try another verification option, if available 

During password reset, check whether you see options such as Try another way, Use a different verification option, or I don’t have any of these. If another email, Microsoft Authenticator, or another recovery option is shown, use that instead of SMS.

3) Check Microsoft’s SMS verification guidance 

Review Troubleshoot Microsoft verification code issues | Microsoft Support, then check the following:

• Make sure your phone can receive SMS from unknown senders.
• Make sure your SMS inbox is not full.
• Restart the phone and try again.
• Do not request many codes repeatedly, because excessive requests can temporarily stop codes from being sent.
• Do not use a VoIP number, because Microsoft states that VoIP numbers cannot be used for verification codes.
• If you are using a VPN/proxy or an unusual network/location, try again from a trusted network and a device you previously used with the account.

4) Use a saved Microsoft account recovery code, if you created one before 

If you previously saved a Microsoft account recovery code, start signing in from your Microsoft account, choose the other sign-in/recovery options, and enter the recovery code only when the official sign-in flow asks for it.

For more information, see How to get a Microsoft account recovery code | Microsoft Support

Please note that if you never created and saved a recovery code before losing access, it cannot be retrieved afterward.

5) If no verification method works, submit the account recovery form 

Use the account recovery form.

For the best chance of recovery:

• Use a device and location where you previously signed in to that Microsoft account.
• Use a working contact email address that you can access.
• Enter any old passwords you remember.
• Include Microsoft services used with the account, such as Outlook.com, OneDrive, Xbox, Skype, Microsoft Store, or Microsoft 365.
• If the account was used for Outlook.com/Hotmail, include exact email subject lines and contacts, if possible.
• Submit complete and accurate information. Microsoft reviews the form and sends the result to the contact email you provide.

6) Contact Microsoft Support  

If you still cannot proceed, use another working Microsoft account to contact support through Contact Microsoft Support for better assistance:

• Visit Contact - Microsoft Support (Only chat support is available for personal account)
• Type a brief description of your issue in the search box 
• Scroll down to the bottom > select Sign in to contact support 
• Log in to another available personal Microsoft account.  
• Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm. 
• Click "Chat with a support agent in your web browser" (during business hours)

Thank you for understanding. I hope this helps!