Sending verification code to an address that is unknown to me

The unknown Gmail address shown for verification is security info currently on the Microsoft account being used to install Microsoft 365. Because verification codes can only be sent to phone numbers or email addresses already added as security info, the code is going to that address instead of the correct one.

Do the following:

1. Confirm the correct Microsoft account
   • Make sure the account used to install/activate Microsoft 365 is the intended one (for example, ******@msn.com), not a different Microsoft account that might have katie******@gmail.com configured.
   • If unsure, sign out of all Microsoft sites and apps, then sign back in explicitly with ******@msn.com.
2. Check if the account is showing unrecognized security info
   • When the sign-in page offers the unknown Gmail address for a verification code, this means that address is stored as security info.
   • If the email address is truly not yours and you cannot receive the code, you will not be able to use that method to verify.
3. Try another verification/sign-in method
   • On the verification screen, choose I don't have a code or I don't have any of these (wording may vary) and see if another method (phone, alternate email, Authenticator) is available.
   • If another method works, sign in and immediately review and correct your security info.
4. Review and correct security info (if you can sign in)
   • Go to the Security basics page and select Update info.
   • Remove any phone numbers or email addresses that are not recognized.
   • Add a trusted email/phone as described in Microsoft account security info & verification codes.
5. If no valid method works or the account looks compromised
   • If all verification options point to addresses/numbers that are not recognized, treat the account as potentially compromised.
   • Use the account recovery process starting from the sign-in page or the recovery link referenced in the verification-code troubleshooting article to prove ownership and regain control.
   • If recovery fails or access is still blocked, use the Sign-in helper and then Contact Microsoft Support to get routed to the correct support channel. Support agents cannot change security info or send codes for security reasons, but they can guide through the available recovery options.

Until the account is recovered and the incorrect Gmail address is removed from security info, Microsoft 365 installation/activation tied to that account will remain blocked because the verification code cannot be delivered to an address that is accessible.

References:

• Troubleshoot Microsoft verification code issues