microsoft has my cell phone number but doesn't recognize it on password retrieval attempts

purplecat234 0 Reputation points
2026-09-20T15:45:30.3133333+00:00

It asks me to verify the last four digits of my phone number, and it lists the last two, so I know the system has my number stored, it's just not responding and says there's no number on file.

Microsoft 365 and Office | Other
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  1. GsN5034 - IA 77,085 Reputation points Independent Advisor
    2026-09-20T16:29:21.7533333+00:00

    Hello,

    1. May I please know if you have any other Verification methods, such as a recovery email address or Phone number, to verify your identity?

    If you remember your password, sign in with your Microsoft account on the security settings page here -

    https://account.live.com/proofs/Manage

    If you can sign in successfully, select 'Add another way to sign in to your account.", and add a recovery email address.

    You can then send the verification code to the recovery email and reset your password.

    However, if you are having trouble signing in on the Security settings page and not receiving the verification code on your Phone number, here's what you can try;

    1. Use another browser or a device and see if you receive the code.
    2. Try connecting your device to another Wi-Fi network, such as a mobile hotspot, and request the verification code. Sometimes the block may also be tied to the specific wi-fi network you are connected to.
    3. Alternatively, you can run the 'Microsoft Verification Code Troubleshooter' from the link below.

    Troubleshoot Microsoft verification code issues

    If you are still having issues, use the Microsoft account recovery form here to recover your account;

    https://account.live.com/acsr

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  2. AI answer

    2026-09-20T15:45:47.4733333+00:00

    This usually means the account has security info on file, but that verification method cannot currently be used for sign-in or recovery. The supported checks and next steps are:

    1. Confirm the account details are correct.
      • Make sure the sign-in address is the correct Microsoft account domain, such as .com vs .co.uk.
      • Check the account name spelling carefully.
    2. Avoid repeated code requests.
      • Excessive or repetitive requests can cause Microsoft to temporarily stop sending codes.
      • Unusual activity or traffic from the current location can also trigger a temporary block.
    3. Check whether SMS delivery is being blocked.
      • If the phone blocks texts from unknown numbers, change that setting and choose I don't have a code to request another one.
      • If the message inbox is full or the messaging app is malfunctioning, clear storage or troubleshoot the app.
      • VOIP numbers cannot be used for sign-in or verification codes; a mobile number is required.
    4. If the phone/email shown is not usable, select I don't have any of these during sign-in and follow the prompts.
    5. If no verification option works:

    Important limitation:

    • If two-step verification is turned on and there is no access to any alternate verification method, support agents cannot send password reset links or change account details.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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