Urgent Help Needed – Hotmail Account Recovery and SMS Verification Not Working

Stop requesting SMS codes for at least 24 hours, then make one recovery attempt; meanwhile, open a new Microsoft personal-account support request through Get Help and choose a callback rather than repeating the disconnected chat or automated inbound-call route.

1. Allow the verification block to expire

Repeated code requests can trigger a temporary block that prevents further codes from being sent. Microsoft recommends waiting at least one day without additional attempts; if there is no change after 24 hours, wait longer—up to one week—because further requests can reset the time lock.^1^

During that period:

• Do not request more SMS codes or repeatedly submit the reset page.
• After the waiting period, request one code.
• Enter only the newest code received; delayed older codes may no longer be usable.

Since different browsers, devices, and connections have already failed, repeating those tests is unlikely to add useful information.

2. Open a technical-support request with callback

If a Windows PC is available:

1. Open Start → Get Help.
2. Enter:
   Personal Microsoft account password recovery – SMS codes fail with “Something went wrong,” and codes are no longer sent
3. If self-help does not resolve it, select Contact Support.
4. Choose the affected Microsoft personal account/Outlook service and the closest available sign-in or account-security category.
5. Select Provide your phone number and a support agent will call you.
6. Supply an accessible contact email and phone number.
7. In the request, include:
   • Your existing support case number.
   • The approximate date and time of the last failed SMS.
   • Your country and mobile carrier.
   • The exact “Something went wrong” message.
   • That codes initially arrived but were rejected, and now are not delivered.
   • That two web chats disconnected before an agent responded.

Get Help supports web chat and callback, although the options shown depend on operating hours, scenario, product, and subscription.^2^

If Get Help is unavailable, use Microsoft’s personal-account support page, select Get Help, describe the SMS verification failure, and proceed to Contact Support when offered.^3^

3. Use the recovery form if two-step verification was not enabled

If the next SMS attempt still fails and the account does not have two-step verification enabled, submit the Microsoft account recovery form. Before doing so:

1. Prepare a separate working email address for Microsoft’s response.
2. Collect old passwords, exact recent Hotmail email subject lines, contacts, and information about other Microsoft services used with the account.
3. Complete the form from a familiar device and usual location if one remains available.
4. Expect the result at the working email address within 24 hours.
5. If verification fails, Microsoft permits up to two submissions per day.^4^

If two-step verification was enabled, the recovery form cannot replace an unavailable second verification method.

Important support limitation

Support can investigate the malfunctioning recovery flow and identify available recovery options, but agents cannot send a verification code or password-reset link, manually alter account details, or bypass identity checks.^1^ The case number helps connect the technical reports, but it does not override account-security verification.

If the page explicitly says that the account is blocked, suspended, or locked for a policy reason—rather than merely showing a temporary verification error—the account-reinstatement form becomes the applicable escalation route.^5^

Do not post the email address, phone number, verification codes, old passwords, or case details publicly. Microsoft also does not proactively contact users offering unsolicited recovery help.^6^

References

1. Troubleshoot Microsoft verification code issues | Microsoft Support
2. Get Help for Microsoft personal account users | Microsoft Support
3. Contact Microsoft customer support | Microsoft Support
4. Help with the Microsoft account recovery form
5. Account Recovery for Hotmail with Limited Verification Options - Microsoft Q&A
6. Why is Microsoft texting me? | Microsoft Support