Why Cell Elimination

Question

Why Cell Elimination

Grace Emma 0

I can't change the password of my account as I am asked for a code on a device that I no longer have available, I would like to delete that mobile number and be able to make the changes.

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2 answers

Your answer

Answer 1

Hi @Grace Emma

With this work or school account, Microsoft locks down self-service phone changes so only your IT team can wipe an old number for you. Here is what you can do:

First, check if you have a backup way in. On the screen asking for the code, click "Sign in another way" (or "I can't use my Microsoft Authenticator app right now") to see if an alternate email, office line, or security key is already linked to your profile.
If you don't have another option set up, reach out to your IT helpdesk. Let them know you lost access to your old phone and ask them to go into the Microsoft Entra admin center, open your user profile under Authentication methods, and hit "Require re-register multifactor authentication."
Once they click that on their end, just sign back into your account normally. It'll walk you through setting up your new phone number from scratch, and right after that you'll be able to change your password without any issues.

Answer 2

If this is a work or school account, deleting or changing the old phone number usually cannot be done while locked out. The supported path is:

Try to sign in using a different verification method if one is already registered.
If no other method is available, contact the organization’s Help desk / IT admin and ask them to clear or reset the MFA/security info settings.
After the settings are cleared, sign in again and register the new method on the Security info page.

If access is still available to the Security info page, the old phone entry can be removed there:

Open Security info.
Select Delete next to Phone.
Confirm with Yes.

Important: deleting the phone method cannot be undone. It must be added again afterward.

If this is a personal Microsoft account and the old device/number is no longer available:

Start signing in to the account.
At Verify your identity, select I don't have any of these.
Follow the prompts to replace the security info.
After replacement, there is a 30-day wait before sign-in is allowed with the new security info.

If the password is known and at least one current security method is still accessible, a new sign-in method can be added from account.microsoft.com/security > Manage how I sign in > Add a new way to sign in or verify, then the lost method can be removed.