MFA code being sent to old phone number

Derek Arrants 20 Reputation points
2026-02-16T15:46:01.7466667+00:00

The MFA code is being texted to an old phone number. How can I reset the two factor authentication to send to my new phone number instead without having access to the old phone number to get the code? I am locked out of my computer because of this.

Outlook | Windows | Classic Outlook for Windows | For home
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EmilyS726 271.5K Reputation points Independent Advisor
2026-02-16T16:19:36.62+00:00

Hello

Are you referring to your personal Microsoft account, or your work/school account?

If it is personal account,

If you’re on the sign-in page and can’t access your authentication app, click “I can’t use my app right now.” Then look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. You can read more about it directly from Microsoft here:

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.

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  1. AI answer

    2026-02-16T15:46:15.7066667+00:00

    If you are locked out of your account because the MFA code is being sent to an old phone number, you will need to reset your Multi-Factor Authentication (MFA) settings. Here are the steps you can take:

    1. Contact another admin: If you have another cloud services admin in your organization, ask them to reset your MFA settings. They can do this by signing into the cloud service portal and managing your user settings.
    2. Reset MFA settings: The admin should select the option to require you to provide contact methods again. This will allow you to set up your MFA with your new phone number.
    3. Use Microsoft Authenticator: If you have access to the Microsoft Authenticator app on a new device, you can also set it up to receive codes without needing the old phone number.

    If you do not have another admin available, you may need to contact Microsoft support for further assistance to regain access to your account.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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