unable to log on with PIN since backup phone number is a now non-existent land line

KristiB 0 Reputation points
2026-09-28T19:36:38.76+00:00

My elderly mother is locked out of her desktop as she received a message saying she must reset her pin. The 2FA is linked to a now non-existent landline (she has been with MS for decades). We have tried her password and even did the ACSR reset. MS sent me a code. I clicked "I have a code" and entered what we received thru ACSR and that was also not accepted. This is proving difficult as I literally have to drive a half hour to her apartment each time we try to fix this and when the code doesn't work after asking for a fair amount of personal info, it is very frustrating. We are at our wit's end just trying to get her to a home screen which MS has locked us out of.

Windows for home | Windows 11 | Accounts, profiles, and login
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  1. Thomas4-N 22,380 Reputation points Microsoft External Staff Moderator
    2026-10-02T10:46:54.65+00:00

    Hello KristiB,

    I’m sorry this has taken so much effort, especially with each attempt requiring a trip to your mother’s apartment.

    The code you received after submitting the account recovery form may not be the code that the “I have a code” screen is asking for. Microsoft’s account recovery code is a separate, 25-digit code generated beforehand, so I wouldn’t keep entering the ACSR response there.

    You mentioned trying her password. At the Windows sign-in screen, when you select Sign-in options > Password, what happens: is the password rejected, is that option missing, or does it take you to the old landline verification? Also, what is the exact wording on the screen that says “I have a code”?

    Please don’t post any password, code, phone number, or account details here. Those two screen results should help us identify the right next step without risking a reset of the PC.

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  2. AI answer

    2026-09-28T19:36:57.2866667+00:00

    What is happening matches a Microsoft account verification problem, not a Windows PIN-only problem. The practical path is to recover or replace the account security info first, then reset the PIN.

    1. On the Windows sign-in screen, check whether Sign-in options allows Password instead of PIN.
      • If the account password works, sign in that way first.
      • After reaching the desktop, go to Settings > Accounts > Sign-in options > PIN (Windows Hello) and reset or create a new PIN.
    2. If password sign-in is blocked because verification is still being sent to the old landline, select I don’t have any of these on the verification screen.
      • This starts the process to replace the old security information.
      • If all old security info is replaced, the account can be restricted for 30 days before the new security info becomes usable.
    3. If the listed phone number is a landline, that explains part of the failure.
      • Microsoft states verification codes can be sent to a phone that receives text messages and it does not need to already be associated with the account.
      • A VOIP number cannot be added for sign-in or verification codes.
      • If online account unlock is offered, use a mobile number that can receive SMS.
    4. Since ACSR was already tried, use the recovery path only for account recovery, not as a PIN reset shortcut.
      • The recovery form can be completed with a contact email that is accessible.
      • If possible, complete it from a device and location previously used for that account.
      • If two-step verification is enabled and there is no access to any alternate verification method, support cannot bypass that by sending reset links or changing account details.
    5. If verification attempts are being blocked or codes are not arriving:
      • Do not keep making repeated requests.
      • Try another verification method if one exists.
      • Try another network, such as switching between Wi‑Fi and cellular.
      • Wait at least 24 hours before retrying; if still blocked, wait longer, up to 1 week.
    6. If the immediate goal is simply to get the PC usable again, and there is no working password sign-in and no accessible verification method, the only fast device-side workaround mentioned is a factory reset from WinRE and signing in with a different account.
      • Warning: this is disruptive and can risk data loss if files are not backed up.
    7. For guided recovery, use Microsoft’s sign-in helper, which is the recommended path for most sign-in issues.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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