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Issue Accessing My Outlook/Live.com Account Due to 2FA and Non-Functional Mobile OTP

Mohammad Yadak 0 Reputation points
2025-08-29T17:47:58.0066667+00:00

Dear Microsoft Support Team,

I’m experiencing a serious issue accessing my Live.com email account due to two-factor authentication (2FA) complications. Here’s a detailed summary of the situation:

Background

  • I have a Live.com email account with 2FA enabled.
  • The 2FA is configured using:
    1. Microsoft Authenticator app
    2. Recovery email
    3. Registered mobile number
    • Everything was working fine initially.

What Happened

  • A few months ago, I changed my phone.
  • I knew my account password and didn’t face any login issues at that time.
  • However, I forgot to reinstall and reconfigure the Microsoft Authenticator app on my new phone.

The Current Problem

  • Recently, I received a security prompt on my device asking me to re-enter my account password (I believe it’s part of Microsoft’s security policy for logged-in accounts).
  • Unfortunately, I forgot my password and tried to reset it.
  • During the password reset process:
    1. I successfully verified my recovery email via the OTP code.
    2. Since 2FA is enabled, Microsoft also required me to verify another method.
    3. I selected my registered mobile number to receive an OTP.
    However, every time I select my mobile number, I never receive the OTP. Instead, I get this message: “Try again later. This method is not working right now.”

What I Tried

  • I attempted the process multiple times over the past two months.
  • I also tried different networks, devices, and browsers, but the OTP to the mobile number never arrives.
  • Unfortunately, since I no longer have access to the Microsoft Authenticator app, I’m stuck in a loop:
    • Recovery email works ✅
    • Mobile OTP doesn’t arrive ❌
    • Cannot bypass this step due to 2FA being enforced.

Request

I kindly request your assistance in one of the following ways:

  1. Disable or bypass the faulty mobile OTP method temporarily so I can reset my password using my recovery email.
  2. Allow me to regain access to my account by verifying my identity using the information I can provide (ID, previous passwords, recovery email, etc.).
  3. Investigate why the mobile OTP delivery is failing, as this seems to be an issue on Microsoft’s end.

Regards,

Mohammad Yadak

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Chloe-L 1,675 Reputation points Microsoft External Staff Moderator
    2025-08-29T21:31:47.4066667+00:00

    Hi @Mohammad Yadak ,

    Thanks for using Microsoft product and posting in the Microsoft Q&A.

    I'm sorry to hear you're locked out of your account. I understand how frustrating it is to be stuck in this loop, especially after trying so many different methods.

    Unfortunately, as a community support agent, I don't have the tools or authority to directly access your account, bypass security settings, or investigate issues with OTP delivery. This is for your own security, as we need to ensure that only you can make changes to your account.

    The best and most secure way to recover your account is through the official automated process. Please visit the Microsoft account recovery form and provide as much information as you can. The more details you can provide, the higher your chance of a successful recovery.

    Additionally, let's look at a potential cause for the SMS issue. Could you tell me if the registered phone number is a Voice over IP (VoIP) number? Microsoft's systems are unable to send verification codes to these types of numbers, so that might be why you're not receiving the OTP.

    In the meantime, you might also want to check with your mobile service provider to ensure there are no blocks on receiving SMS from short codes or international numbers, as this can sometimes be the cause of delivery issues.

    I know this isn't the quick fix you were hoping for, but these steps are your best path forward for a secure account recovery.

    Please let me know how these suggestions work for you, or if you'd like assistance in navigating Microsoft's support channels.

    Warm regards   

    Chloe L. | Microsoft Q&A Support Specialist

    ==============================================================

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

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