Unable to receive a text security code to verify identity

Use the backup email for the immediate sign-in, then add Microsoft Authenticator or an email address you control so future verification does not depend on your husband being available.

Try the text option once more

Before requesting another text:

1. On the phone, allow messages from unknown or unrecognized senders.
2. Check that the text-message inbox has free space.
3. If a third-party messaging app is installed, temporarily use the phone’s standard messaging app or troubleshoot the current app.
4. Confirm that the displayed last two digits match your mobile number. VoIP numbers cannot receive Microsoft sign-in codes.
5. Switch the phone between Wi-Fi and cellular data.
6. At the verification screen, select I don’t have a code and make one new request.

Do not submit repeated requests. Microsoft may temporarily stop sending codes after excessive attempts or unusual activity. If the single request fails, wait at least 24 hours before trying again; a temporary block can sometimes last longer. Microsoft is also phasing out SMS authentication and recovery for personal accounts, so the text option may not remain available for every account.^1^

Regain access and add your own verification method

Use the code sent to your husband’s backup email when he is available. Then:

1. Sign in to the Microsoft account Security page.
2. Select Manage how I sign in.
3. Select Add a new way to sign in or verify.
4. Add one or preferably both of these:
   • Microsoft Authenticator on your phone.
   • An alternate email address that you can access yourself.
5. Complete the confirmation requested for the new method.
6. Verify that the new method appears before removing or changing the existing backup email.

Authenticator can provide verification even when the device is offline. Microsoft may not offer the option to add another phone number because SMS is being phased out for personal accounts.^2^

Do not remove every existing security method at once. Replacing all security information can restrict the account for 30 days.^1^

If the backup email becomes unavailable

At the Verify your identity screen, select I don’t have any of these and follow the prompts to replace the security information. This invokes the protected recovery process, and the replacement normally requires a 30-day wait before sign-in is restored. That delay cannot be bypassed.^1^

Microsoft support agents cannot send a verification code, password-reset link, or manually change account details. If the recovery options do not appear, use the Sign-in helper or Contact Support options on Microsoft’s verification-code troubleshooting page.^1^

About the butterfly icon and Start-up Wizard

The Start-up Wizard likely belongs to installed legacy MSN software and is probably separate from the Microsoft account verification problem. Modern MSN support describes the current MSN home-page experience, not that older wizard.^3^

For now, close the wizard without creating or changing an account, and access the Microsoft account through a current web browser. Do not uninstall or reset the MSN software until account access has been restored, because the information available does not establish exactly which MSN version is installed or why its wizard opened.

References

1. Troubleshoot Microsoft verification code issues | Microsoft Support
2. Microsoft account security info & verification codes | Microsoft Support
3. Welcome to the MSN home page | Microsoft Support