Locked out of personal Outlook account after reinstalling Authenticator – only passkey offered, SMS “not working,” recovery form auto-rejected

If the sign-in flow offers “I don’t have any of these,” select it and replace the account’s security information; this starts a 30-day waiting period, after which the new method can be used to regain access.^1^

Start the security-info replacement

1. Begin signing in with the account’s existing password.
2. At Verify your identity, choose Use a different verification option if displayed.
3. Use the alternate email for the verification it can satisfy.
4. When the second verification is requested, select I don’t have any of these, I can’t use these options, or the equivalent unavailable-method link.
5. Enter and verify a new email address or phone number when prompted.
6. Record the date on which the pending change will complete.

Replacing all security information restricts the account for 30 days, and Microsoft cannot expedite that period. Because two-step verification is enabled, access may remain unavailable until the waiting period ends.^2^

If the passkey page provides no alternate-method or replacement link, use Microsoft’s Sign-in Helper from the support article. It can identify available account-specific sign-in options, but support cannot manually add a verification method, issue a code, reset the password, or override the account’s security checks.^1^

Preserve the sessions that still work

Do not sign out of Outlook.com or OneDrive on devices where the account remains open. While those sessions last:

• Download or otherwise back up important OneDrive files.
• Export or copy essential email and contacts where the available client permits it.
• Do not remove cookies, browser profiles, or the account from those devices.

An existing session does not necessarily authorize security-info changes; sensitive changes can require fresh two-step verification.

Handling the SMS error

The message does not establish that the number was permanently removed. Microsoft documents several possible reasons, including a temporary risk block, repeated code requests, regional SMS availability, and SMS being phased out for personal Microsoft accounts.^1^

To avoid extending a temporary block:

1. Stop all SMS and sign-in attempts for at least 24 hours.
2. If it still fails, leave the account untouched longer—potentially up to one week.
3. Retry once from a previously used device, browser profile, location, and network.
4. If SMS works again, combine it with the alternate-email code and immediately add a new Authenticator registration under the account’s security settings.

There is no supported way to “re-enable” the phone number manually from outside the account. Support agents also cannot force an SMS or substitute some other ownership evidence.^1^

Why the recovery form was rejected

The recovery form is not an override for two-step verification. Microsoft explicitly states that when the account owner enabled two-step verification but cannot access enough alternate verification methods, support cannot use the recovery form to bypass those protections.^3^

With two-step verification, a password reset requires two usable forms of identification. One working alternate email is therefore insufficient when Authenticator is gone and SMS is unavailable.^4^

Reinstalling Authenticator does not automatically recreate the account’s prior registration. A new registration normally requires signing in and scanning a new QR code, unless a usable Authenticator backup can be restored.

After access is recovered, add at least three independent methods—Authenticator, a separate recovery email, and another supported method—and generate/store a recovery code offline.

References

1. Troubleshoot Microsoft verification code issues | Microsoft Support
2. What does “Security info change is still pending” mean? | Microsoft Support
3. Help with the Microsoft account recovery form | Microsoft Support
4. How to use two-step verification with your Microsoft account | Microsoft Support