SMS not arriving on new phone or old phone to reset password

Based on the described behavior, the phone verification step is failing because the SMS code is not being delivered. The supported options in this situation are limited and are designed to protect the account from takeover.

Steps and options available:

1. Check why the SMS is not arriving
   • Do not repeatedly request new codes; excessive or repetitive requests can cause Microsoft to temporarily block sending verification codes.
   • Check whether the phone blocks texts from unknown numbers. If so, change the phone’s settings, then choose “I don’t have a code” so a new verification code can be sent.
   • If using a VOIP number, it cannot be used to receive Microsoft verification codes. A mobile phone number is required.
   • If in a region where Microsoft’s SMS services have limited functionality or are temporarily unavailable, or if there is heavy compromised traffic from that region, codes may be delayed or temporarily blocked. These issues resolve automatically after some time.
   • Ensure the phone’s SMS inbox is not full and that the messaging app is working correctly; clear storage or troubleshoot the messaging app if needed.
2. Check email-based verification
   • Verification codes sent by email can only go to the primary alias or another email added as a way to verify sign-in. Make sure the correct mailbox is being checked.
   • Check the junk/spam folder for messages from @accountprotection.microsoft.com and mark this sender as trusted so codes arrive in the inbox.
3. Verify security info (while still signed in on the laptop)
   • While access to the account on the laptop is still available, go to the Security info page for the account and review the phone number and email address configured for verification.
   • Confirm that the phone number is correct and is a mobile number, not VOIP.
   • If necessary, add or update a working mobile number or alternate email as a sign-in method, or choose “I don’t have any of these” to replace outdated security info.
4. If still not receiving codes
   • If codes still do not arrive after waiting out any temporary blocks and checking device/region issues, another method must be used (for example, the 30‑day email-based recovery the system offered). This delay is part of the automated security design and cannot be overridden by support.
   • Support agents are not allowed to send verification codes, password reset links, or change account details on behalf of the user.
5. When completely locked out
   • If sign-in is no longer possible on any device, use the official sign-in helper tool to diagnose sign-in issues and follow the guided recovery steps.
   • If technical issues persist (for example, repeated service errors), go to Contact Microsoft Support, describe the problem, and then choose Contact Support to reach the appropriate support option. Note that even then, agents cannot bypass verification safeguards.

There is no supported way to “force” a new SMS code outside these mechanisms. The practical options are to fix SMS delivery issues, update security info while still signed in on the laptop, or complete the alternative recovery flow (including any waiting period) that the system offers.

References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account