Microsoft OneDrive Login account Issues

The recovery method depends on whether the OneDrive subscription uses a personal Microsoft account or a work/school account; choose the matching route below.

Personal Microsoft account

At the verification screen, first select Sign in another way, I can’t use my Microsoft Authenticator app right now, or a similarly worded option.

If another verification method appears

1. Verify using the listed backup email address, phone number, security key, or other available method.
2. Open the account’s Advanced security options.
3. Select Add a new way to sign in or verify.
4. Add and verify the new phone or another backup method.
5. Remove the Authenticator registration for the destroyed phone.

Add the replacement method before removing the old one. Changing all security information simultaneously can restrict the account for 30 days. ^1^

If no alternative method is available

1. Start signing in with the Microsoft account and password.
2. At Verify your identity, select I don’t have any of these.
3. Supply new security information and complete the replacement process.
4. After replacement, Microsoft requires a 30-day wait before sign-in. If the old security information becomes available and is used during that period, the pending replacement is cancelled. ^1^

If two-step verification was enabled and neither the replacement option nor any alternate verification method is available, Microsoft Support cannot send a reset link or manually change the account details. The recovery form cannot bypass two-step verification. ^2^

Work or school account

If this OneDrive is provided by an employer, school, or other organization:

1. On the sign-in page, select Sign in another way and use another method if one is registered.
2. If none is available, contact the organization’s IT helpdesk or Microsoft 365 administrator.
3. Ask the administrator to clear/reset the registered MFA methods or require MFA re-registration.
4. Sign in again and register Microsoft Authenticator on the new phone when prompted.

Microsoft documents that after the helpdesk clears the settings, the next sign-in prompts the user to register two-factor verification again. ^3^

An administrator can perform the reset through:

1. Azure portal → Microsoft Entra ID → Users.
2. Select the affected user.
3. Select Authentication methods.
4. Select Require re-register multifactor authentication. ^4^

If the organization supports Microsoft Entra account recovery, successful identity verification can issue a Temporary Access Pass. That pass allows access to Security info, where a new authentication method can be registered. ^5^

These procedures change authentication information; they do not require deleting the OneDrive account or its files. Do not remove files, unlink storage, or cancel the 1 TB subscription as part of authentication recovery.

References

1. Troubleshoot Microsoft verification code issues | Microsoft Support
2. Help with the Microsoft account recovery form | Microsoft Support
3. Common problems with two-step verification for a work or school account
4. Can't set up MFA because five devices are already registered to use an authenticator app
5. Perform account recovery in Microsoft Entra ID