I am trying to login to my account but can't complete 2 step verification

Follow these steps based on what recovery options are still available on the account.

1. Try “Sign in another way” (work or school / Entra ID accounts)
   • On the two-step verification prompt, select Sign in another way.
   • If any other methods are configured (SMS, email, security key, etc.), choose one of those and complete sign-in.
   • After signing in, immediately add additional verification methods so you are not locked to a single device. See the guidance in Manage your settings for two-step verification from the referenced article.
   • If you do not see Sign in another way, or you see it but no methods are listed, an administrator must help.
2. If this is a work or school account and you are an end user
   • Contact the organization’s IT/admin/help desk and ask them to reset or clear your MFA settings in Microsoft Entra ID.
   • Admins can go to Microsoft Entra admin center → Users → All users → [your account] → Authentication methods → Require re-register multifactor authentication. After that, the next sign-in will prompt you to set up Authenticator or another method again.
3. If this is a work or school account and you are the only admin
   • If there is no other admin who can reset your MFA, Microsoft’s Data Protection team must assist.
   • Call the regional Customer service phone numbers - Microsoft Support line and follow the automated prompts until you can request a service request for an Office 365 for business / company account administrator who is locked out due to Authenticator/MFA.
   • Be prepared to verify identity and tenant ownership; the Data Protection team can then reset MFA for at least one admin account.
4. If this is a personal Microsoft account (Outlook.com/Hotmail/Live/MSN)
   • Go to the Security basics or Security info page and choose I don’t have any of these when asked for a verification method.
   • Fill out the account recovery form with as much accurate information as possible (devices, locations, recent activity, contacts, etc.).
   • If two-step verification was turned on and none of the configured methods (phone, email, Authenticator) are available, support agents cannot bypass or disable 2FA or send codes manually; recovery depends entirely on the information provided and Microsoft’s automated checks.
5. If codes are not arriving on phone/email
   • Avoid repeated requests; too many attempts can trigger security blocks.
   • Check that the phone/email is correct and that SMS or email is not being blocked (spam/junk folder, SMS from unknown senders, VOIP numbers not supported, inbox full, regional SMS issues).
   • If using another Microsoft account as the alternate email, use a private/incognito browser session so both accounts can stay signed in while you retrieve the code.

If none of the above options work and there is no alternate method, no admin who can reset MFA, and the recovery form fails, access to the account cannot be restored because Microsoft support is not allowed to override or bypass two-step verification.

References:

• Common problems with two-step verification for a work or school account
• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form
• Sign in using two-step verification or security info
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A