Not having the same phone number

If access to an account is blocked because the phone number used for verification is no longer available, the only supported options are to update or replace the security info using the account recovery and security-info flows.

Use these approaches depending on what is still accessible:

1. If any other security method still works (email, another phone, authenticator, backup info)
   • When prompted for the old phone, choose an alternative option such as I don't have any of these or another listed method.
   • Follow the prompts to verify with a method that is still available.
   • After signing in, go to the security info page for the account and:
     • Remove the old phone number.
     • Add a new mobile number as security info.
2. If none of the listed phone/email options are accessible
   • On the verification screen, select I don't have any of these (or similar wording) and follow the guided recovery process.
   • Provide as much accurate information as possible so the system can verify identity and let security info be updated.
3. If this is a work or school account with two-step verification
   • When the verification prompt shows an unrecognized phone/email, confirm the sign-in address and domain are correct.
   • If the phone/email security info is outdated and cannot be used, select I don't have any of these and follow the prompts to add new security info.
   • Be aware that changing all security info at once can cause the account to be restricted for 30 days, so update carefully.

If verification codes are not arriving on the new number or email that is being added, check for issues such as SMS blocking, VOIP numbers (which are not supported for sign-in or verification), or junk email filtering, and then retry.

References:

• Common problems with two-step verification for a work or school account
• How to add an email address or phone number to your Microsoft account
• Why is Microsoft texting me?