Unable to reset forgotten live.co.uk password – Phone Verification Not Working After iPhone Replacement

Because two-step verification is enabled and only partly working, the options depend on what security info is still accessible.

1. Use the normal password reset flow first
   • Go to the Microsoft account sign-in page for the live.co.uk address.
   • Select Forgotten your password? or use the Reset password link.
   • Enter the live.co.uk address and select Next.
   • In Step 2: Verify your identity, choose the Gmail option that still works to receive a verification code.
   • In Step 3, confirm the Gmail address, select Get code, then retrieve the code from Gmail and complete Step 4 to set a new password.
   • With two-step verification turned on, this flow may ask for two codes (for example, one to Gmail and one to another method) instead of one.
   Details for this flow are in Reset a forgotten Microsoft account password and How to use two-step verification with your Microsoft account.
2. If at least one security method still works (Gmail in this case)
   • Sign in using the working method(s) if possible (for example, password + Gmail code, or after you successfully reset the password using Gmail).
   • Go to the Advanced security options page of the Microsoft account.
   • Select Add a new way to sign in or verify and add a new phone number or email that is currently accessible.
   • Confirm it with the code sent to that new method.
   • Then expand the old phone number entry and select Remove to delete the non-working phone verification.
   • Avoid changing all security info at once, or the account may be restricted for 30 days.
   This path is described under I've lost access to my Microsoft account security info – If you know your password, but have lost access to some, but not all, of your security info.
3. If two-step verification blocks password reset completely
   • If the reset flow insists on a phone code that cannot be received and does not allow completing verification using Gmail alone, treat this as loss of access to security info.
   • Start sign-in for the live.co.uk account; when prompted to verify identity and no usable option works, select I don't have any of these (if shown).
   • Follow the instructions to replace security info. Once replaced, there is a mandatory 30‑day wait before normal sign-in is allowed. During those 30 days, if the old security info becomes available again and is used, the update is cancelled.
   This is covered under If you know your password, but have lost access to all your security info in the verification-code troubleshooting article.
4. If the password is forgotten and no security info can be used
   • If the password is not known and neither phone nor Gmail (or any other method) can complete verification, use the Microsoft account recovery form.
   • Read the guidance in Help with the Microsoft account recovery form, then submit the form with as much accurate information as possible.
   • This is the only supported path when both password and all verification options are effectively unavailable.
   This scenario is described under If you don't know your password in the verification-code troubleshooting article.

The fact that the iPhone was replaced should not matter by itself, as verification is tied to the phone number and configured security methods, not the physical device. The key is whether at least one verification method (such as the linked Gmail) can be used to either:

• Complete the standard password reset and then update security info, or
• Trigger the "I don't have any of these" path to replace security info, or
• Provide enough data via the account recovery form.

References:

• Reset a forgotten Microsoft account password
• How to use two-step verification with your Microsoft account
• Troubleshoot Microsoft verification code issues