My account has been locked and a verification method is not working

Question

My account has been locked and a verification method is not working

Anton Hurny 30

I’m using this account because I don’t have access to my personal account which is primarily my account. I was locked and I can’t reset my password because I have MFA enabled with Microsoft Authenticator so I’m trying to login with my security information but only one of them works. It says the verification method doesn’t work and try another method. Why is it not working? I need to get access and 30 days is too long for me waiting to get my account working.

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Answer accepted by question author

Kal-D 7,155 Microsoft External Staff Moderator

Dear Anton Hurny,

Thank you for reaching out to the Q&A Forum!

Thank you for contacting Microsoft Support. I understand how frustrating it is to be locked out of your account, especially with the 30-day waiting period. I can help explain what is happening and what your options are.

Understanding the 30-Day Waiting Period

The 30-day waiting period is a security measure designed to protect your account. When you request a change to your security information—like an email address or phone number—Microsoft puts a temporary hold on the account. This gives you time to verify the request and prevents an unauthorized user from taking control of your account.

Unfortunately, this security process is automated and cannot be expedited or bypassed by our support agents. We understand that this is a long time to wait, and we appreciate your patience as we work to keep your account secure.

Why Your Verification Method May Not Be Working

You mentioned that one of your verification methods isn't working. This can happen for a few reasons:

Outdated Information: The security information on file may be old. Microsoft only shows a partial view of the phone number or email for your security, so it might not be immediately obvious if the information is no longer current.
Security Flag: Our system may have flagged unusual activity, such as a new location or device, and may be blocking certain verification methods to protect you.
Technical Issues: While rare, a temporary service issue could prevent the verification code from being delivered or accepted.

Your Next Steps

Since you've already started the account recovery process, the best course of action is to continue that path.

Use the Working Method: Since one of your security methods is working, please continue to use that one to try and regain access. Do not repeatedly try the method that is not working, as it may temporarily lock your account.

Fill Out the Account Recovery Form: If you still cannot get in with the working method, your next step is to fill out the account recovery form. Be sure to provide as much information as possible.

Access the form: Go to the official Microsoft account recovery page.
Provide accurate information: When prompted, enter the original email address you used to create the account. You'll also need to provide a new, working email address so Microsoft can contact you with updates.
Be as thorough as possible: The form will ask you a series of questions to verify your identity. The more details you can provide, the higher your chances of a successful recovery. Try to remember things like:
Past passwords you've used for the account.
Subject lines from recent emails you've sent.
The names of contacts in your address book.
Any credit card information used for purchases on the account (e.g., Office, Xbox).
Please refer to this link if you need help navigate the recovery form: Help with the Microsoft account recovery form

It's crucial to be patient after submitting the form, as it can take a few days for Microsoft to review your information.

Wait for the 30 Days: If your security information change is still pending, you will need to wait for the 30-day period to pass. Once the waiting period is over, your new security information will be in effect, and you can use it to regain access to your account.

I know this is not the immediate solution you were hoping for, but these steps are crucial for the security of your account. Please let me know if you have any other questions about this process.

Please let me know how these suggestions work for you, or if you'd like further assistance.

Warm regards,

Kal Duong | Microsoft Q&A Support Specialist

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Anton Hurny 30 Reputation points

2025-09-04T09:48:50.47+00:00

My phone number is current . I have not changed over time but since I have MFA enabled i can use my recovery code. You are blocking the security code to be sent to my phone number but the reason is most likely that I changed the device and my location is hidden. If you could unblock it I would appreciate.
Kal-D 7,155 Reputation points Microsoft External Staff Moderator

2025-09-04T15:25:34.34+00:00
Dear Anton Hurny,

I understand that your phone number is current, and the issue is likely related to a change in your device or location.

Unfortunately, my access to your account is limited to the information you provide me. I cannot directly access your account, unblock a security code, or override Microsoft's security protocols. This is a crucial security measure designed to protect your data and privacy.

The issue you're describing, where a new device or a hidden location is preventing the delivery of a security code, is a known security feature of the Microsoft account system. It's designed to protect you from an unauthorized person trying to gain access to your account from a new location.

Since your phone number is current, the system is likely blocking the code to protect your account from a potential security threat. Here's what you should do:

Try Again in 24 Hours: Sometimes, a temporary block can be removed by waiting. Please avoid repeated login attempts for at least 24 hours, as this can reset the time lock and prolong the issue.

Try a Different Network: If possible, try to log in from a different network. For example, switch from your home Wi-Fi to cellular data, or try a different Wi-Fi network. This can sometimes bypass a location-based block.

Use the Account Recovery Form: Since you have MFA enabled with Microsoft Authenticator and are locked out, your best option is to use the account recovery form. This form is the most effective way to prove your identity and regain access. It's a comprehensive process that looks at a variety of factors to verify you're the account owner.

Use a Trusted Device: If you have previously logged into your account and checked the "Don't ask again" box on a different device (like a home computer or tablet), that device is considered a "trusted device." You may be able to sign in from that trusted device without a security code.

I understand that this is not an easy or quick process, and I sincerely apologize for the inconvenience.

If you have any further questions, please feel free to ask.

Warm regards,

Kal Duong | Microsoft Q&A Support Specialist

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Anton Hurny 30 Reputation points

2025-09-04T09:48:50.47+00:00

My phone number is current . I have not changed over time but since I have MFA enabled i can use my recovery code. You are blocking the security code to be sent to my phone number but the reason is most likely that I changed the device and my location is hidden. If you could unblock it I would appreciate.

Answer 1

David Kane 0

Wow at 30-day waiting.? I have access to all my accounts on my phone just now from my laptop I'm on screen from my laptop and immediate help please

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