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How to fix verification issues with Microsoft Account

Dorothy Armstrong 0 Reputation points
2025-08-13T06:31:15.6333333+00:00

Good evening,

I'm writing on behalf of my son's hotmail account ******@hotmail.com. He had to restore his iPhone today which had his Microsoft Authenticator setup. To be able to hopefully restore the backup of his Authenticator, he needs to login to his Hotmail account.

He has a backup email and cell number attached to his account which he has access to. For three days now, he can't seem to get through the process. It first asks for an Authenticator code, he can then choose to text or email a code. Either option requires he does a second method as well. If he gets the email code, it wants to send a text as well. Or if he gets the text code it wants to send an email as well.

The issue is, the second method never seems to work after the first. Today's attempt, the email code worked. When he attempted to send the text code, he got the error "Try another verification method. That verification method isn't working right now. Please try another method." The same happens if I try the text code first. Any attempt to proceed past this returns the same error. If I do enter the code received last, I get the error "You've requested too many codes today. Please try again tomorrow."

This has been frustrating and we're unsure how to proceed. Since he has access to the back up options, he should be able to restore the account.

Are there any recommendations on how to proceed in this scenario?

Thanks

Outlook | Web | Outlook.com | Account management, security, and privacy

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  1. Chen1018 10,415 Reputation points Independent Advisor
    2025-08-13T07:07:09.73+00:00

    Hi there,

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

    Since your son still has Outlook for Windows logged in, that’s the easiest way forward and use it to update his security info or add a new sign-in method under Microsoft Account - Security without signing out. That way, he can bypass the broken two-step loop. If that’s not possible, wait 24 hours to clear the “too many codes” limit, then try again using a different browser or device. If the issue persists, contacting Microsoft support https://support.microsoft.com/ and explaining that you still have an active Outlook session may help them verify and reset his login methods.

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

    Warm regards,

    Cherrelyn

  2. Chen1018 10,415 Reputation points Independent Advisor
    2025-08-13T08:44:03.8633333+00:00

    Hi Dorothy,

    Since you’re stuck in the 2FA loop and can’t submit a ticket online, you’ll need to bypass the sign-in requirement by contacting Microsoft through their regional phone support https://support.microsoft.com/en-us/topic/customer-service-phone-number for consumer accounts. When you call, tell the agent you cannot log in to submit a ticket and that you have active signed-in sessions in Outlook 2019 and the Microsoft Store. They can escalate to the account recovery team and verify ownership using purchase info, device details, or activity logs instead of 2FA. Unfortunately, Outlook 2019 itself doesn’t have a hidden menu to change security settings it always redirects online so this will have to be handled by a support escalation outside of the standard login flow.

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

    Warm regards,

    Cherrelyn

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