Account recovery stuck on robot verification

Anonymous
2023-11-01T01:47:39+00:00

Hi,

I am trying to recover my account.

I am trying to send the verification code to my phone number, however to do so I have to pass a "help us beat the robots" verification.

I successfully complete the verification but the process does not go to the next step.

There is no button to proceed and it does not automatically redirect to the next step.

I have tried on a desktop using opera, chrome and safari.

I have tried an android phone using the app, using the phone browser

I have tried on an iphone using the browser.

It gets stuck on "verification complete" every single time.

This function is completely broken.

It is extremely frustrating and I am not able to recover my account.

Attached is a screenshot

Outlook | Web | Outlook.com | Account management, security, and privacy

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  1. Anonymous
    2023-11-01T04:33:24+00:00

    Hello Diego C,

    Welcome to Microsoft Community.

    I am a Microsoft user just like you, I hope you are doing well.

    CAPTCHA is a security feature that requires you to prove that you are human by completing a series of puzzle.

    I will suggest you try using a different browser or device and a different network to check if the experience remains the same.

    Please let me know if you need more assistance.

    Give back to the Community, Help the next person who has this issue by indicating if this reply solved your problem. Click Yes or No below.

    Warm Regards

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  2. Anonymous
    2023-11-01T04:44:48+00:00

    Hi Raymond,

    Thanks for replying.

    As I said in the original post:

    I have tried on a desktop using opera, chrome and safari.

    I have tried an android phone using the app, using the phone browser

    I have tried on an iphone using the browser.

    I have tried 6 different methods across 3 devices on different networks. All the exact same result.

    I understand what a CAPTCHA is. Ive used them countless times on other websites where it actually works. This is not a case where it works.

    How am I meant to recover my account?

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  3. Anonymous
    2023-11-01T22:00:25+00:00

    Diego C, are you saying that the experience account multiple devices and browsers are the same as the image you have shared?

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  4. Anonymous
    2023-11-02T01:44:11+00:00

    Hi Raymond,

    Yes, exactly the same.

    I enter my email, I confirm the last 4 numbers of my phone number, I'm asked to verify that I'm human, I complete the CAPTCHA (have tried visual and audio captchas), I complete the verification successfully and then it does not proceed any further.

    There is no redirection, there is no next button, I do not receive my code.

    Reloading starts the whole process from the start, pressing back starts the whole process from the start.

    The result (ie. what is in the screenshot) is exactly the same on each of the 3 devices I have tried (desktop, android phone, iphone) and different browsers (opera, chrome, safari), as well as the android app which just appear to use an inbuilt browser to display the account recovery process.

    There is nothing in the support articles that address this issue. There is no way I can see to lodge a case file for this issue.

    How can I recover my account or get someone to look into it? It is a 20 year email account so I absolutely DO NOT want to start a new one.

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  5. Anonymous
    2023-11-02T11:50:18+00:00

    I'm having the same stuck situation when I'm trying to add a new number to my sign-in options...

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