Not receiving authenticator code via email

Use Microsoft’s Sign-in Helper at https://aka.ms/sign-in-helper; enter the affected Outlook.com address and follow the account-specific recovery or support option it provides.^1^

Check the code delivery correctly

1. Stop requesting additional codes for now. Repeated requests can trigger a temporary block and prevent codes from being sent. If that has happened, wait at least 24 hours before trying once; Microsoft notes that some blocks can take longer, potentially up to one week.^2^
2. In the destination mailbox, search Inbox, Junk, and Spam for messages from:
   • @accountprotection.microsoft.com
   • “Microsoft account team”
3. Mark @accountprotection.microsoft.com as a trusted sender. Legitimate Microsoft verification emails use that domain.^2^
4. Check the masked address shown on the verification screen. Microsoft displays only its first two characters, so ensure it is the expected recovery mailbox.

If the recovery address is another Microsoft email

If the code is being sent to another @outlook.com, @hotmail.com, @live.com, or @msn.com account, use two private-browser windows. Otherwise, signing into the recovery mailbox can sign you out of the account requesting the code:

1. Open an InPrivate/private window and start signing into the locked account.
2. Leave the code-entry page open.
3. Open a second private window. In Edge, press Ctrl+Shift+P.
4. Sign into the alternate email account and retrieve the code.
5. Return to the first window and enter it.^2^

If the sign-in page offers Sign in another way, choose an already configured phone number, Microsoft Authenticator, passkey, or alternate email.

If the listed email is inaccessible

At Verify your identity, select I don’t have any of these and follow the prompts to replace your security information. If all existing security information is replaced, Microsoft applies a 30-day waiting period before sign-in becomes available.^2^

If that option is unavailable, use the account recovery form after running the Sign-in Helper:

• Provide a separate working email where Microsoft can contact you.
• Complete the form from a familiar device and location.
• For Outlook.com, include exact recent email subject lines and contacts, along with old passwords and other requested account details.
• Microsoft sends the result to the working email within 24 hours. An unsuccessful request can be retried up to twice per day.^3^

Important: If two-step verification was enabled and none of the configured verification methods is accessible, the recovery form cannot bypass it. Microsoft support agents also cannot send codes or password-reset links, or manually change account details.^3^

Contact support without the affected account

Open Contact Microsoft Support, enter the problem, select Get Help, and then Contact Support if offered. If authentication is requested, use another working Microsoft account or create a temporary one; support can help identify the correct route, but cannot override account security.^2^

References

1. Microsoft account sign-in helper | Microsoft Support
2. Troubleshoot Microsoft verification code issues | Microsoft Support
3. Help with the Microsoft account recovery form | Microsoft Support