Account lock

Anonymous
2025-05-11T21:10:00+00:00

My account has been locked and verification method of using phone number isn't working

Outlook | Outlook for mobile | Outlook for Android | For education

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2025-05-11T22:34:22+00:00

    Hi Umerfcc,

    Thank you for posting in Microsoft community.

    According to your description, would you please kindly provide more information for us so that we can assist? Thank you

    1, would you please help to confirm the affected account is a work/school account or a personal account?

    2, If this is your business/company account, please try the steps attached below to see if works.  the KeyPoint is you are unable to sign in your account because authenticator app won't display a code, am I right? 

    • would you please let me know if you are still able to sign in office.com?Open browser, enter URL: portal.office.com, sign in your account
      If you can sign in our web version,on your profile picture>view account>security info>add method> Authenticator app
    • If you unable to sign in office.com, please help to confirm if the account has Global admin role. If this is not a global admin, contact the global admin in your company to help you reset phone number.
      Azure admin centerAdd authentication method - Microsoft Entra admin center > users > all users > click on user > authentication menthod > add authentication  menthod > phone
    • if the account is Global admin, feel free to check below link to contact MS online support to help you reset your MFA.

    Contact our support by raising a support ticket with your global administrator account, or if you're not the administrator, you must contact your Office 365 global administrator to open the Get support - Microsoft 365 admin | Microsoft Learn(online option).

    Besides, you can also contact Global Customer Service phone (hotline number). Global Customer Service phone numbers - Microsoft Support

    Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

    In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

    IVR: What kind of problem are you concerned about?

    You: Authenticator.

    IVR: What kind of product do you use?

    You: Office 365 for business.

    IVR confirmation: education or company account?

    You: For companies

    IVR: Are you an administrator?

    You: Yes.

    IVR: Do you have the other administrator in your organization?

    You: No.

    IVR: Do you need a... Service request?

    You: Yes

    Once Finish, they will transfer to an online support agent or help you create a service request, the support agent will continue contact you and help you contact our data protection team to help you resolve your issue.

    Thanks.

    Best regards, HungLa - MSFT | Microsoft Community Support Specialist

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