Can’t reset password - 2FA won’t work

Hi Jenna Dunwell,

I understand how frustrating this is, especially since you can still access your emails on your phone but cannot reset the password or update the two-step verification options.

Please note that this is a user-to-user forum, so contributors here cannot access your account, reset the password, change security information, or bypass Microsoft account verification.

When two-step verification is turned on, resetting a forgotten Microsoft account password requires two valid verification methods. If only the same phone number is available and the system says, “This option isn’t available at this time,” there is no manual bypass from this forum.

Please try the following:

1. On the password reset page, check carefully for options such as “Use a different verification option,” “Other ways to sign in,” or “I don’t have any of these.”
2. If you previously saved a 25-character Microsoft account recovery code, try using it during the recovery flow.
3. Avoid repeated reset attempts for now, as too many verification attempts can temporarily limit available methods. Try again later using a familiar device, browser, network, and location.
4. Use the Microsoft Sign-in Helper to check the available recovery path: Microsoft account sign-in helper.

For reference, the Help with the Microsoft account recovery form article explains that if two-step verification is enabled and the required alternate verification methods are not available, support agents are not allowed to send password reset links or change account details.

If you still cannot proceed, you may contact Microsoft Support from another account or a temporary account:

1. Visit the Microsoft Support contact page: Contact - Microsoft Support    
2. In the search bar provided on the page, type "Account Recovery" and press Enter.    
3. Click on the "Get Help" button that appears.    
4. Scroll down the page until you see and click on the "Contact Support" option.    
5. When prompted to select your product or service, choose "Other Products".    
6. For the category, choose "Manage Account Security".    
7. Look for and click on "Chat with a support agent in your web browser".    
8. When prompted, provide a valid contact email where Microsoft can reach you regarding your case.    
9. Explain your situation clearly: Be concise but provide all the relevant details.    

Please do not post your full email address, phone number, recovery codes, or previous passwords in this public thread.

I hope this helps clarify the available recovery options and the limitation with two-step verification.