Two step Verification with cell number

Question

Two step Verification with cell number

Billy Reed 0

I no longer have the same cell number and when I try to long into my work email it wants to send me a code to my old number. It won't let me login in at all so I can put my new number in, and I have to be able to get into my work email.

Billy Reed 0 Reputation points

2026-09-02T20:52:12.37+00:00

it just takes me back to the log in screen and starts all over it wont let me do any of this

2 answers

Your answer

Billy Reed 0 Reputation points

2026-09-02T20:52:12.37+00:00

it just takes me back to the log in screen and starts all over it wont let me do any of this

Answer 1

For a work or school account, if sign-in only offers the old phone number and there is no access to any other verification method, select I don't have any of these at the Verify your identity prompt and follow the instructions to replace the security info.

Important details:

After replacing all security info, there is a 30-day wait before sign-in is allowed.
If the old security info becomes available during those 30 days, it can still be used to sign in, but that cancels the update.
Do not change all security info at the same time unless necessary, because the account may be restricted for 30 days.

If another sign-in method is still available, use it to sign in to the Advanced security options or Security info page, then:

Select Add a new way to sign in or verify or Add sign-in method.
Add the new phone number or other verification method.
Confirm it with the code sent there.
Remove the old phone number.

If repeated sign-in attempts have been made, Microsoft Entra multifactor authentication can temporarily block more attempts. In that case, wait and try again later, or use a different MFA method if one is available.

If access is urgently needed for work and no verification methods are available, contact the organization’s IT administrator or Help desk. They can investigate sign-in issues and MFA settings.

Answer 2

Hi Billy,

Thank you for reaching out.

Sorry to hear you're having trouble signing in to your Microsoft account.

From what you've described, it sounds like your authentication phone number needs to be changed. Because you're using a work or school account, the authentication settings are managed by your organization's IT administrator. Unfortunately, this isn't something that can be reset from the user side.

I'd recommend reaching out to your organization's IT administrator and explaining that you're unable to sign in because your phone number has changed and you are no longer receiving authentication codes. You can specifically ask whether they can change your phone number.

You may also want to share the following Microsoft article with them: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support

User's image

Once your IT administrator changes your number, you should be able to sign in again and go through a process to set up a new MFA authentication method.

I hope this points you in the right direction. If you receive any updates from your IT team or run into any issues along the way, feel free to reply back with more details and I'll be happy to help further.

Best regards,