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Unable to reset forgotten password for MSA : SMS Code via Phone verification shows "Verification method not working right now" however shows other verification option for "Authenticator app" which I don't recall setting up.

India Newman 0 Reputation points
2025-08-09T10:35:18.3366667+00:00

Unable to reset forgotten password for MSA : SMS Code via Phone verification shows "Verification method not working right now" however shows other verification option for "Authenticator app" which I don't recall setting up.

Already contacted MS Support. Account Recovery Form and Account Reinstatement Form is not working due to 2FA being enabled on the account. I still have access to the phone number for SMS verification , it is just that there is an issue with the verification option during sign-in.

Kindly please help and advise. Thanks

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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  1. Chen1018 9,835 Reputation points Independent Advisor
    2025-08-09T12:04:23.1466667+00:00

    Hi there,

    I'm Cherrelyn, and I'm here to help.

    Please try to clearing browser cookies or using a completely different device/network to trigger the SMS option again. If that fails, you’ll need to work with Microsoft support to escalate for manual identity verification they can bypass or reset the 2FA method once you prove ownership with things like billing info, recent sign-ins, or purchase history.

    I hope this will help and if you have any question please feel free to ask.

    Warm regards,

    Cherrelyn

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