CAN'T GET VERIFICATION CODE, ACCOUNT BLOCKED

Question

CAN'T GET VERIFICATION CODE, ACCOUNT BLOCKED

Dea Putty N 20

I suddenly lost access to my account since last month while I was travel. At the time, I assumed it was due to being in a different country, which might have caused the login issue and prevented me from receiving the authentication code.

However, upon returning to my country, I tried again to access my account, but still could not log in. I have changed my password multiple times and even created a new Outlook email account as suggested by the Help Center. This has been incredibly exhausting, as I’ve filled out the recovery form repeatedly, only to be told that the information provided is incorrect. I still cannot access my own account.

Email from Microsoft :

"Unfortunately, we have determined that the information you provided was not sufficient for us to validate your account ownership.  Microsoft takes the security and privacy of our customers very seriously, and our commitment to protecting your personal information requires that we take the utmost care in ensuring that you are the account owner.

We have taken the additional step of blocking your account until we can verify you as the account owner. This will prevent any further use of the account and protect you from any possible malicious activity."

Please note:

My account has always been logged in on my Samsung, iPhone, and MacBook Pro. I access it daily for work purposes and couldn't login from everywhere!

Every month, my subscription fee is charged to my credit card through d*******@gmail.com.**

So why can’t I receive the authentication code?

Is it not possible for you to verify that my account is still active, being accessed daily, and payments are being made every month?

I’m extremely frustrated with this situation. All my important data is stored in this account. I’ve asked for help from a Microsoft distributor in Indonesia, but they couldn’t assist because I purchased my subscription directly from the official website using my own credit card. My subscription is still active.

Please, I just want to log in. I need someone to help me regain access to my account.

Accepted answer

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Your answer

Answer 1

Igor Leyko 102.4K Independent Advisor

I suppose, Chloe has not information you've asked for. Microsoft hires third-party companies for support, they have no access to internal Microsoft "kitchen".

Answer 2

Igor Leyko 102.4K Independent Advisor

Did you try recommendations at https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48 ?

Please strain your memory and give more data to recovery form.

Please note, any data that do not have backup cannot be considered as valuable - they may be lost at any moment.

That's why I prefer "take everything with you" rule - all my files. e-mails etc. are stored not in cloud only but on local drives too - two copies at least. I saw too many complaints of data loss due to hardware, software, cloud faults, or personal carelessness.

I deeply sympathize with you, but seems your data are lost unfortunately.

Dea Putty N 20 Reputation points

2025-07-24T23:48:04.4633333+00:00

Hi,

I appreciate your concern, but I must clarify a few things.

Yes, I have already followed all recommendations, including the troubleshooting guide you linked. I’ve submitted the recovery form multiple times with as much accurate information as I can possibly remember. Unfortunately, the system keeps rejecting it, and I haven’t received any meaningful support.

I understand your point about backing up data, and I usually do. However, in this case, this was a work account that I actively used, and the sudden block happened while still being logged in on my trusted devices and home network. So it’s not entirely about "personal carelessness" but more about the lack of flexibility and accessibility in Microsoft’s recovery process.

I don’t need more advice telling me to “try harder” on the form. What I need is real assistance and a faster resolution. Saying my data is "unfortunately lost" without any practical help is not helpful, and frankly, dismissive.

If there is truly no way to recover access, I would at least expect a transparent explanation from Microsoft and a formal process to close the account securely.

Thank you.

Answer 3

Igor Leyko 102.4K Independent Advisor

This forum is not Microsoft support; it is a form of users' mutual support. Forum members have not an access to your account so may give recommendations only. Similarly, forum members cannot give any explanation of Microsoft decision.

Personally, I can suppose that since there was not any identification during e-mail registration, the Microsoft is very, very cautious in giving account access during recovery process to avoid any possible legal consequences.

Answer 4

Chloe-V 490 Microsoft External Staff Moderator

Hi Dea Putty N,

Thank you for posting to Microsoft Q&A Forum.

I understand how deeply frustrating it must be to lose access to your Outlook account, especially with an active subscription and essential data stored within. I’m here to help guide you through the next possible steps.

Microsoft may have flagged your account due to unusual activity (such as logging in from another country), which then triggered a temporary block for security.
If two-factor authentication (2FA) is enabled, and you are no longer receiving the authentication code, this could be due to an outdated or inaccessible phone number, app misconfiguration, or syncing issues.

Try logging in through the Outlook Web portal:

Go to: Sign in
Attempt to sign in and check for any option to “Verify another way”.

If you see an old phone number or email, check if you can update or bypass it.

Use a trusted device & location:

If your device previously had the account logged in, try logging in from there using the same Wi-Fi network you’ve used in the past.

Fill the Recovery Form Carefully (Again):

Visit: https://account.live.com/acsr
Include any old passwords
Use the same device and IP address you have used previously.
Exact folder names, recent contacts, or subject lines of recent emails
Last billing info (credit card’s last 4 digits if you’ve used Microsoft 365)

Wait for the 30-day recovery window (if you already triggered security updates):

If Microsoft has started a 30-day security verification, unfortunately, no one (including Microsoft agents - can bypass it )
You must wait until the end of this period to regain access.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Please feel free to let me know if you have any further updates, thanks

Best Regards,

Chloe | Microsoft Q&A Support Specialist

Dea Putty N 20 Reputation points

2025-07-23T15:25:42.0733333+00:00

Hi Chloe,

Thank you for your response.

I would like to reconfirm that the Microsoft 365 account that was blocked is registered with my Gmail address. The main issue is that I’m unable to receive the verification code whenever I attempt to log in. Because of this, I couldn’t even use that Gmail account to log into this community, which is why I’m reaching out from my Outlook email instead.

What’s confusing for me is that Microsoft blocked my account even though I’m still using the same device. Also, there is no two-step verification or phone number linked to the account, only the email.

I would really appreciate any further guidance on how I can regain access.

Best regards,

Dea Putty N.
Dea Putty N 20 Reputation points

2025-07-23T16:13:23.34+00:00

Also, please note: my Gmail account (d*********@gmail.com) is still fully active. I continue to receive OneDrive memory notifications almost every day, monthly Microsoft 365 billing emails, and my credit card is still successfully being charged. So if Microsoft detects my account is active and in good standing, why am I still receiving all these emails except for the verification code?

I’ve been a paying subscriber since 2017, and I have always paid for the subscription independently, with no issues. And now I’m being told that my account is “not secure” and has been blocked indefinitely, yet Microsoft keeps charging me monthly and sending all kinds of emails… except the one I actually need to access my account?

It makes no sense and feels deeply unfair. I am locked out of my own data, but still being billed and treated as if nothing is wrong. This situation is extremely frustrating, and I urgently request a real resolution, not the same copy-paste instructions again.
Chloe-V 490 Reputation points Microsoft External Staff Moderator

2025-07-24T09:37:08.7266667+00:00
Hi Dea Putty N,

Thank you for posting to Microsoft Q&A Forum.

You can find Microsoft online support by clicking on this link and following the directions below:

Contact Microsoft Support

First, enter your question into the search bar (type “MSA”), then scroll down and click “Sign in to contact support” at the bottom of the page.

Make sure you're currently signed into a valid personal Microsoft account.

Next steps:

Under Product and Server, choose Microsoft 365 and Office

Under Categories, select Manage account security, then click Confirm

Finally, choose Chat with a support agent in your web browser

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in Change Microsoft Q&A preferences to enable e-mail notifications if you want to receive the related email notification for this thread.

Please feel free to let me know if you have any further updates, thanks

Best Regards,

Chloe | Microsoft Q&A Support Specialist
Dea Putty N 20 Reputation points

2025-07-25T00:01:52.74+00:00

Hi Chloe,

With all due respect, I’m extremely frustrated and tired of repeating the same explanation over and over again without any real solution.

Let me be very clear:

I still receive all other emails from Microsoft, including billing, OneDrive memory notifications, and Microsoft 365 updates.

That email address is active, but Microsoft’s system fails to send the verification code.

I’ve submitted the recovery form several times, using the same device and IP address, with all the details I could possibly remember. Still, the result is always the same “not enough information,” which is absurd, considering I am the verified, paying user since 2020.

I’ve even called Microsoft support multiple times internationally, and none of that helped.

This is not acceptable. I am locked out of my files, my work, and everything important, and no one seems capable of doing anything besides copy-pasting the same instructions I’ve already followed.

Please escalate this to someone technically competent who can investigate why the code isn’t being sent and how to bypass it if needed. I’m not asking for something unreasonable, just access to my own account that I pay for every month.

This situation has already cost me too much time, money, and mental stress.

Regards,

Dea Putty N
Dea Putty N 20 Reputation points

2025-07-25T01:21:39.3166667+00:00

Hi Chloe,

This morning, I submitted a report directly from the OneDrive app on my iPhone. I also tried to send it from my Android device, but it didn’t work there. Could you please confirm whether my report was successfully received?

Additionally, I’d like to know:

How long does it usually take for Microsoft to respond to such reports?

Is there any reference number or way I can track the status?

I’d really appreciate any update, as this issue is urgent for me.

Thank you,

Dea Putty N
Chloe-V 490 Reputation points Microsoft External Staff Moderator

2025-07-31T13:13:53.88+00:00

Hi Dea Putty N,

If the steps above do not help resolve the issue, you only can contact Microsoft Support through the following methods: Official Microsoft Support Portal

• Visit: https://support.microsoft.com/contactus

• Select: Microsoft 365 and Outlook > Choose the issue you are experiencing

• Scroll to the bottom of the page and select Get help > Contact support to chat with a support agent.

Please feel free to let me know if you have any further updates, thanks

Best Regards,

Chloe | Microsoft Q&A Support Specialist

Answer 5

Igor Leyko 102.4K Independent Advisor

Hi,

My name is Igor, it's a pleasure for me to help others and I'll try to help you. I am merely a fellow user trying to provide insight and information that may be helpful to others.

Unfortunately, it is not possible to recover access to your account without filling a form with as many data as possible. Microsoft needs many enough information to confidently match you and your account.

Please strain your memory and give as much data as possible. Many scammers try to hack someone else's account so Microsoft just cannot take anyone at their word.

Or you may contact Microsoft support via https://support.microsoft.com/contactus/ page.

Dea Putty N 20 Reputation points

2025-07-23T15:41:30.4633333+00:00

Hi Igor, Thank you for your response, but I have to be very honest here.

I’ve followed every single instruction provided by Microsoft support, multiple times. I’ve filled out the recovery form more than once, using the same device (my MacBook), same browser (Safari), and even from the same home Wi-Fi network. Still, Microsoft replies that the data I submitted is not enough, even though it’s all the actual and correct information.

I’ve also tried calling 001 8030 167 966 and 007 8030 160 575 repeatedly today. None of these efforts were helpful. I’m exhausted and extremely stressed out, this account holds important personal and work-related data that I can’t even move or access anymore.

I’m logging in from the same devices I’ve always used, my Samsung phone and MacBook and yet I’m blocked. I even still have OneDrive installed on my devices and synced with the account. It’s absurd that I can’t access my own data while it's sitting there.

Thirty days is far too long to wait when I rely on this for work. I honestly feel punished for no reason and I’m now seriously considering closing the account altogether. This has caused me nothing but frustration and loss.

Please understand this is not just an account, this is my work, my data, my life!

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CAN'T GET VERIFICATION CODE, ACCOUNT BLOCKED

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