Unable to change my account phone number

Question

Unable to change my account phone number

Todd Compton 25

I need my device Recovery Key, which can only be found in my Microsoft Account Information, and it requires a Verification Code for the Recovery Key. My account information lists my phone number as "none" (??). Microsoft will not send a Verification Code to my email!

I cannot change my Account phone number ("none") without a verification code being sent to the phone number that it suggests (my actual phone number), and it does NOT match the phone number associated with my Account Information ("none")! What the hell am I supposed to do?!

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Answer 1

Hi Todd Compton,

From your description, it sounds like Microsoft is attempting to use a phone number as a verification method even though your account information appears to show no phone number.

Please note that Microsoft is currently phasing out SMS as a method of authentication and account recovery for personal Microsoft accounts. Microsoft recommends moving to more secure methods such as passkeys, the Microsoft Authenticator app, and verified email addresses.

For more information, see: https://support.microsoft.com/en-us/accounts-billing/manage/microsoft-to-stop-sending-sms-codes-for-personal-accounts.

Before proceeding, I recommend adding and verifying another sign-in or recovery method on your account, such as:

Microsoft Authenticator
A passkey
A verified email address

According to Microsoft's guidance, these methods are intended to replace SMS verification and recovery for personal accounts.

After you have successfully added and verified an alternative security method, check whether you're then able to update your security information and access the recovery key.

Could you also confirm what verification options are currently offered on the verification page (for example, Authenticator, email, passkey, or SMS)? That information may help clarify why you're being prompted for a phone-based verification method.