Cannot reset password to Microsoft account even if I have everything needed

Follow these steps to recover access when two-step verification is blocking the password reset, even though the security email works but SMS codes fail.

1. Start the standard password reset flow
   • Go to the Microsoft account sign-in page.
   • On the Enter password screen, select Forgotten your password?.
   • Or use the Reset password entry point described in Reset a forgotten Microsoft account password and enter the Microsoft account email, then select Next.
   This is Step 1 in the reset flow.
2. Use the email method first
   • In Step 2: Verify your identity, choose the security email as the first verification method.
   • Confirm the hint (first part of the email address), then select Next.
   • In Step 3: Get a Microsoft account verification code, retype the first part of the email address, select Get code, then retrieve the code from the security email and enter it.
3. Handle two-step verification requirements
   • Because two-step verification is turned on, the reset flow requires two successful verifications (for example, email + phone), as documented in How to use two-step verification with your Microsoft account.
   • If the phone/SMS option shows “This isn’t available right now” or Microsoft cannot send the code, use the fallback path instead of repeatedly retrying the same phone option.
4. If SMS/phone verification is not working
   • When the phone option fails, look for and select I don’t have any of these (or equivalent) on the “Verify your identity” screen.
   • This triggers the recovery path described in Common problems with two-step verification for a work or school account and the Microsoft account reset article:
     • If there is no usable verification option, use the sign-in helper tool referenced under Step 2: Verify your identity for Microsoft account recovery.
     • If still blocked, proceed to the account recovery form.
5. Use the Microsoft account recovery form
   • If codes cannot be received on any two-step method (phone, alternate email, authenticator), follow the guidance in Help with the Microsoft account recovery form referenced under I’ve lost access to my security info:
     • Go to the recovery form via the Recover account link.
     • Provide as much accurate information as possible (previous passwords, contacts, email subjects, etc.).
   • This is the only supported way to regain access if two-step verification methods are effectively unavailable.
6. If the account is work or school (Azure AD / Entra ID)
   • If this is a work or school account (not a personal Microsoft account), and all security info is blocked:
     • Begin sign-in and, at Verify your identity, select I don’t have any of these.
     • Follow the instructions to replace security info.
     • After replacement, sign-in may be restricted for up to 30 days before normal access is restored, as documented in Common problems with two-step verification for a work or school account.
7. After regaining account access
   • Once the password is successfully reset and sign-in works again:
     • Add at least two working security methods (phone, alternate email, authenticator app) so that future resets are not blocked by a single failing method.
     • Consider following How to use two-step verification with your Microsoft account to review or update security info.

This process does not depend on Windows 10 itself; the BIOS/PIN change only triggered the need to sign in again. The key is to either:

• Complete two-step verification using two working methods, or
• If that is impossible, use the sign-in helper and recovery form path to regain access.

References:

• Reset a forgotten Microsoft account password
• How to use two-step verification with your Microsoft account
• Common problems with two-step verification for a work or school account