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Hi,
I have a Microsoft 365 Personal account. Recently, I changed my phone and forgot to transfer/recover the Microsoft Authenticator app to my new device. Since then, I have been unable to sign in to my Microsoft account. As I had been using the Authenticator app for a long time, I no longer remember my last password.
Microsoft provides options to reset the password using an alternate email address or a text message. Currently, only the alternate email option works. However, after I receive the reset code via email, Microsoft asks me to verify through a secondary method (text message) to complete the reset. For the past two days, I have been receiving an error message from Microsoft saying that the SMS service is not working. Because of this, I am unable to reset my password and feel quite helpless at the moment.
I have tried contacting Microsoft Support in the UK, but they (automatic IVR system) were unable to help and directed me to aka.ms/pwr. I have followed all the steps there, but the issue remains — I am stuck at the same point where I cannot complete the password reset. Additionally, Microsoft only allows two reset attempts per day, which makes the situation even more frustrating.
Fortunately, I can still access my account on my laptop since I was signed in before changing my phone. However, I cannot log in on any new device because I no longer have access to the Authenticator app, and the password reset process cannot be completed. but i cant change any of the security setting as it ask to get the authenticator code before i can make any changes!
Has anyone else faced a similar issue? I would really appreciate any advice on how to resolve this problem.
Best regards,
Aadeya
A free app and service that helps families create healthy digital habits and stay connected. It’s designed to support both online safety and real-world awareness by offering tools for screen time management, content filtering, and location sharing
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Hello, I’m Virginia a fellow Windows user.
As you’re still signed in can you add another authentication method?
Was the app set to backup to the phone’s cloud service? If so then install the app & during setup use recovery option. This may recover the account. If not then choose use another authentication method during installation.
If this still fails then you need to use one of the backup codes shown during 2fa set up.
As 2fa is enabled then the account recovery form cannot be used.
No the phone was not setup to backup clode services. I can’t even access the privacy section of my account as it ask for Authenticator code or rectification by other methods hence I am back to same password reset loop.
i have generated so e backup code a few years back which I will try tomorrow as I can’t try it today (due to only two try / day) :(
I hope that old code works.