Old Phone number

If this is a personal Microsoft account and the code is going to an old phone number, the supported recovery path depends on whether access still exists to any other verification method:

1. If access exists to some security info, sign in to the Advanced security options page and add a new way to sign in or verify.
2. Confirm the new phone number or email with the security code sent to it.
3. Remove the old phone number from the security info list.

If access to all security info is lost:

1. Start signing in to the Microsoft account.
2. At Verify your identity, select I don't have any of these.
3. Follow the prompts to replace the security info.
4. After replacement, there is a 30-day wait before sign-in is allowed again.

If the password is also unknown and there is no access to any security info, use the account recovery form.

Important:

• Do not change all security info at the same time unless necessary, because the account may be restricted for 30 days.
• If verification codes are not arriving, check the correct mailbox, junk folder, and whether the phone blocks texts from unknown numbers.
• Microsoft support agents cannot send password reset links or change account details for security reasons.

If this is a work or school account, use the Additional security verification or Security info page to update the phone number if sign-in is still possible. If sign-in is blocked by the old number and no other method is available, contact the organization’s IT admin.

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