I am not receiving verification code via SMS to log into my Microsoft Account.

Question

I am not receiving verification code via SMS to log into my Microsoft Account.

DaEunSong-2752 30

Hi,

I was able to access my Hotmail account until two days ago, but now it's asking me to sign in again, saying I'm accessing "sensitive information."

The problem is that I recently changed phones, and I didn't know I had to delink my old phone from the Microsoft Authenticator App before switching. As a result, I'm no longer able to use the app to get the code.

Here’s what I can access:

I still have access to the phone number linked to my account (SMS works).
I can access the recovery email address (can receive verification code).

I have Two-Factor Authentication set up.

However:

I am not receiving any verification code via SMS.

I tried logging in using backup methods, but none are working.

The Sign-in Helper says there’s no issue with my account, but clearly there is—I can’t log in.

I’ve tried to contact support, but I can’t access live chat because I’m locked out of my account.

For now, I’ve created a new Microsoft account just so I can post this question.

This is extremely frustrating. How can I reach a real person or get proper support to recover access to my account?

Thank you.

Tasneem Tayseer 0 Reputation points

2025-10-20T08:46:40.2533333+00:00

My Microsoft account (@hotmail.com) has been locked, and I’m unable to access it.

I believe the account was locked because of high email activity — I received and sent a large number of work-related messages in a short period of time.

This email is extremely important to me because it contains all my work communications and essential data.

Please help me unlock it as soon as possible. I’m happy to verify my identity or provide any information needed to confirm account ownership.

Thank you for your understanding and quick assistance.
Victor1-V 2,380 Reputation points Microsoft External Staff Moderator

2025-10-22T09:03:23.4433333+00:00
Dear Tasneem Tayseer,

Thank you for reaching out regarding your locked Hotmail account.

I realize your account is critical for your work, and I understand the urgency in needing to unlock it. You are correct that high volume activity can sometimes trigger a security lock as a measure to protect your account.

Since the Q&A forum cannot handle identity verification or security changes, you must use Microsoft's dedicated secure channels to resolve this.

The process for unlocking an account that has been locked due to suspicious or high-volume activity (a compliance lock) involves two main steps:

1. The Automated Unlock Link

First, follow this link, which is the official guide to unblocking a locked account. This may prompt you for a security code to immediately unlock the account: Account has been locked - Microsoft Support

2. Submit the Account Reinstatement Form

If the automated unlock (Step 1) does not work, you must submit an Account Reinstatement Form as a final resort. This form sends your case to the dedicated security team for review of the lock reason (high activity/compliance).

Reinstatement Form Link: Microsoft-Services Account Reset

You may receive the results of this review via email within 48 – 72 hours. Please check your email inbox, junk, and spam folders if you have not received a response after 72 hours.

After Unlocking (If Password is Needed)

If the account is successfully unlocked but you are still unable to sign in, you may need to use the Account Recovery Form (ACSR) to prove ownership and reset your password:

Account Recovery Form (ACSR): Recover your account

Detailed steps on how to use this form can be found here: Help with the Microsoft account recovery form - Microsoft Support

We sincerely hope these steps help you regain access to your essential work communications quickly.
selvieyumitova-9533 0 Reputation points

2025-12-01T04:17:56.3633333+00:00

Microsoft çalışmıyor

5 answers

Your answer

Tasneem Tayseer 0 Reputation points

2025-10-20T08:46:40.2533333+00:00

My Microsoft account (@hotmail.com) has been locked, and I’m unable to access it.

I believe the account was locked because of high email activity — I received and sent a large number of work-related messages in a short period of time.

This email is extremely important to me because it contains all my work communications and essential data.

Please help me unlock it as soon as possible. I’m happy to verify my identity or provide any information needed to confirm account ownership.

Thank you for your understanding and quick assistance.
Victor1-V 2,380 Reputation points Microsoft External Staff Moderator

2025-10-22T09:03:23.4433333+00:00

Dear Tasneem Tayseer,

Thank you for reaching out regarding your locked Hotmail account.

I realize your account is critical for your work, and I understand the urgency in needing to unlock it. You are correct that high volume activity can sometimes trigger a security lock as a measure to protect your account.

Since the Q&A forum cannot handle identity verification or security changes, you must use Microsoft's dedicated secure channels to resolve this.

The process for unlocking an account that has been locked due to suspicious or high-volume activity (a compliance lock) involves two main steps:

1. The Automated Unlock Link

First, follow this link, which is the official guide to unblocking a locked account. This may prompt you for a security code to immediately unlock the account: Account has been locked - Microsoft Support

2. Submit the Account Reinstatement Form

If the automated unlock (Step 1) does not work, you must submit an Account Reinstatement Form as a final resort. This form sends your case to the dedicated security team for review of the lock reason (high activity/compliance).

Reinstatement Form Link: Microsoft-Services Account Reset

You may receive the results of this review via email within 48 – 72 hours. Please check your email inbox, junk, and spam folders if you have not received a response after 72 hours.

After Unlocking (If Password is Needed)

If the account is successfully unlocked but you are still unable to sign in, you may need to use the Account Recovery Form (ACSR) to prove ownership and reset your password:

Account Recovery Form (ACSR): Recover your account

Detailed steps on how to use this form can be found here: Help with the Microsoft account recovery form - Microsoft Support

We sincerely hope these steps help you regain access to your essential work communications quickly.
selvieyumitova-9533 0 Reputation points

2025-12-01T04:17:56.3633333+00:00

Microsoft çalışmıyor

Answer 1

Dear DaEunSong-2752,

Thank you for posting your concern here in the Microsoft Q&A Forum!

I understand that your main issue is that you cannot receive SMS verification codes, which is preventing you from logging into your Hotmail account despite having your phone number linked and Two-Factor Authentication enabled.

First, I recommend reviewing Microsoft's guidance on common verification code issues: Troubleshooting verification code issues - Microsoft Support

Please try logging in again after attempting these steps:

Switch to a different network: If you are on Wi-Fi, try switching to mobile data, or vice versa.
Use another browser: Attempt to log in using a different web browser (e.g., Chrome, Edge, or Firefox) to rule out browser-specific issues.
Clear browser cache and cookies: If using your usual browser, clear its cache and cookies before trying again. Disclaimer: Your browser automatically saves temporary internet files to help pages load faster. Clearing this cache will sometimes fix website issues. Please back up all your personal files first, such as Favorites, to ensure you do not lose data.

If you still cannot log in after trying the above steps, we suggest contacting Microsoft Online Support directly for further assistance with your account. You can use your newly registered Microsoft account to initiate contact.

Here are detailed steps to reach them:

Go to the Microsoft Support website: Contact - Microsoft Support
In the search bar, type: "Account Recovery" and press Enter
Click "Get Help" and press Enter.
Look for "Contact Support".
Select your product/service: Choose "Other Products".
Select a category: Choose "Manage Account Security".
Look for "Chat with a support agent in your web browser."
Explain your situation clearly: Be concise but provide all the relevant details.
Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Don't get discouraged if the first agent just directs you back to the form; explain that you've exhausted that option and need further assistance.

We hope these steps help you regain access to your account. If you need further assistance, please do not hesitate to contact us. We are happy to help!

Best Regards,

Victor Vu | Microsoft Q&A Support Specialist

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Answer 2

My hotmail.co.uk was not getting new mail I resett it lots of times but still not receiving mail. I kept being asked to login to Microsoft account? I got so confused as it was asking to sign into Outlook live I did. But still could not log into hotmail.co.uk. I am desperate to get my account back.I can't contact Outlook live support as I'm locked out if account. I did try recovering account for hotmsil I did provide emails addresses and info but it came back can't find account this all happened yesterday. On outlook help it said if reset did not work to delete account than add the account again. This is what's caused all the problems.That email is linked to everything and I had sub folders that are gone. Outlook support say they can't help that I need to login to outlook live? But how if I can't sign in and it won't send text to phone as they blocked that as well.

Rechelle ling Ai ling 0 Reputation points

2025-12-02T03:12:38.0266667+00:00

Thanks

Answer 3

Mateus Amaral 0

Hi, today I'll get straight to the point: I'm going to redeem some reward. Hi, today I'll get straight to the point. I'm trying to redeem a reward, and I requested a number, everything was fine up to that point, but when I enter the number, the code simply doesn't arrive, neither in Gmail nor via SMS. I don't know what's happening.Please fix this, thank you.

Victor1-V 2,380 Reputation points Microsoft External Staff Moderator

2025-12-04T09:28:37.3066667+00:00
Dear Mateus Amaral,

Thank you for posting in the Microsoft Q&A forum.

To ensure you receive the most accurate and efficient help, it's important that your specific issue is addressed in its own dedicated thread. The original post in this thread is regarding a Microsoft account login and SMS verification problem.

Your concern appears to be related to not receiving a verification code for redeeming a reward. To investigate this effectively, a specialist will need more details that are best handled in a new thread.

Please create a new thread and include the following essential information:

What specific platform or service are you trying to redeem the reward on? (e.g., Microsoft Rewards, Xbox, a specific game, a third-party website?)

What is the exact error message or what happens on the screen when the code doesn't arrive?

Which email and phone number are you expecting the code on?

By creating a new thread with these details, you will alert the dedicated specialist for that product or service, who can provide you with tailored troubleshooting steps.

Thank you for your understanding.

Answer 4

Julia Ester Antunes 0

Olá, estou tentando resgatar uma recompensa. Solicitei um número e tudo parecia bem até então, mas quando insiro o número, o código simplesmente não chega, por SMS. Não sei o que está acontecendo. Por favor, resolvam isso, obrigado.

Answer 5

ROSE ANNE SILVA DE OLIVEIRA 0

Olá, não encontro opção apra incluir o numero do meu telefone para receber o SMS

Victor1-V 2,380 Reputation points Microsoft External Staff Moderator

2025-12-05T10:44:02.36+00:00
Hi ROSE ANNE SILVA DE OLIVEIRA,

Thank you for reaching out to the Microsoft Q&A forum. I understand you're looking to add a phone number to your account to receive SMS verification codes.

This setting is managed in your Microsoft account security information. The option to add a phone number is not within the Outlook application itself, but in your account's online security settings.

Here is the direct step to manage this:

Please sign in to your Microsoft account on the following official page: Update your Microsoft account security info: https://account.live.com/proofs/Manage

On that page, you will see your current security contact methods. Click on "Add a new way to sign in or verify" or "Add security info".

Select "Phone" or "Mobile device" as the option and follow the prompts to add your number. You may be asked to verify the number with a code sent via SMS.

Once added, you can use this number for two-step verification, password reset, and account recovery.

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I am not receiving verification code via SMS to log into my Microsoft Account.

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