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Unable to Verify My Identity Due to 2FA Issues

F F 0 Reputation points
2025-07-11T16:26:43.9133333+00:00

Hello Microsoft Support Team,

I am experiencing an issue while trying to recover access to my Microsoft account. My account has two-factor authentication enabled, and my primary phone number and email are already linked. However, when I attempt to reset my password, I receive a verification code via email, and then the system instructs me to verify using my phone number. Unfortunately, this method fails and the platform reports that the phone verification option isn’t working, likely due to sanctions or restrictions on my region.

In summary, I cannot proceed because:

I receive the code on my email, but I am prompted to verify via my phone number.

The phone verification process does not work, leaving me unable to complete the recovery process.

The current system forces me to use a method that is not accessible to me.

I kindly request assistance with bypassing or resolving this verification issue so I can regain access to my account. Please let me know if there is an alternative method to confirm my identity, such as using a direct chat support channel or another verification method that does not require phone confirmation.

Thank you for your time and understanding. I look forward to your prompt response.

Sincerely,

Microsoft Security
Microsoft Security
A suite of security solutions designed to protect identities, devices, and data across organizations. Including Intune, Entra, Authenticator, Windows Autopilot, Microsoft Defender, and more, it offers advanced threat protection, compliance management, and secure access to resources.
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  1. Jody Brown 0 Reputation points
    2025-07-11T22:44:38.5166667+00:00

    Hi,

    Couple of questions first....

    Is this for a Personal or Business account?

    Have you tried resetting your MFA settings by default?

  2. quietman7 MVP Alumni 0 Reputation points Volunteer Moderator
    2025-07-12T00:01:29.7566667+00:00

    Per the Help with the Microsoft account recovery form support article...if you have turned on two-step verification and cannot access any of the alternate methods to get a verification, Microsoft cannot help you.

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  3. Ron Barker 220 Reputation points
    2025-07-12T08:31:34.12+00:00

    Hi I wish that Microsoft would push the message re 2-step verification that users should scroll to bottom of the 2-step verification page and Generate a Recovery Code, that would save them should they be unable to access their Account: https://support.microsoft.com/en-gb/account-billing/how-to-use-two-step-verification-with-your-microsoft-account-c7910146-672f-01e9-50a0-93b4585e7eb4

    Recovery code

    You can use this code to access your account if you lose access to your sign-in info. Print this out and keep it in a safe place or take a picture of it.

    Generate a new code

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  4. quietman7 MVP Alumni 0 Reputation points Volunteer Moderator
    2025-07-12T11:48:23.51+00:00

    How to get a Microsoft account recovery code...This is a 25-character alphanumeric code you can use to verify your identity if the alternate verification method does not work. If your account has two-step verification turned on, you must wait 30 days for changes to take effect.

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