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,

The best solution depends entirely on which type of Microsoft account you are using, because Microsoft enforces completely different rules for personal accounts versus company-managed accounts.

Quick Recommendation by Account Type

For a Personal Microsoft Account (@outlook.com, @hotmail.com, @gmail.com): Your best and only solution is to click "I don't have any of these" at the verification prompt to start the 30-day security info replacement. Because you still know your current password, this is guaranteed to work without needing support approval.
For a Work or School Account (@company.com): Your best solution is to contact your IT administrator and ask for an MFA reset. Automated self-service recovery is permanently disabled on work accounts for security compliance, so IT is the fastest path (usually resolved in minutes).

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.