Forum Discussion
Cannot unlock my Microsoft account, SMS verification not working
Hi, I need help with a blocked Microsoft account.
When I try to sign in, the system asks for my phone number to unblock the account. The first SMS took too long to arrive and when I tried again I received an error message and cannot retry. I tried another phone number but I did not receive any SMS and now I cannot use my original number again.
I tried all support options through https://support.microsoft.com/home/contact
. I changed my password twice, completed the account recovery form, changed the password again, cleared cache, switched networks, changed browsers and used incognito mode. Nothing worked.
When I enter my main number, it shows “Something went wrong” and does not go to the next step. When I use another number, I receive the “Try another verification method” error, even though no other method is available.
My account is still logged in on my phone, but I cannot unlock it on the web or on other devices. I have had this account for more than 10 years and everything is linked to it.
I even created another email to contact Microsoft Support, but it always redirects me to the same link and I cannot open an actual support ticket.
Could someone from Microsoft please help me unblock my account or escalate this issue? I can provide any additional verification if needed.
Thank you.
2 Replies
I am having the same issue, cannot get SMS verification to work despite trying every suggestion online. Was changing phone so locked out of my authenticator app and only one verification method working. I’m at my wits end. Either it says SMS verification not working or the Captcha (press and hold) shown doesn’t work, keeps saying ‘please try again’.
I pay a personal subscription to Microsoft but there is no way to get help, just bots for chat help or circular help menus. It’s just awful. Set up this new profile to try get help but accepting that I have to move e-mail provider, there doesn’t seem to be any other option. Shocking that no help can be found even more so for a paid subscription. I’ve tried every suggestion I can find online.
Were you able to get any help with this? I am having similar issues and can't get into my email on my work, or any new computers. I am able to get my emails on my phone and a recognized laptop. I don't know if I want to fill out a form to lock it as I am getting emails, but can't make any changes to any Microsoft products.
