sign in issue

Follow these steps to troubleshoot not receiving the verification code when trying to reset the password:

1. Check where the code is being sent
   • Verification codes can only be sent to the primary alias or another email/phone added as a way to verify sign-in. Make sure the phone number or email shown (only partial is visible) is actually yours and correctly configured as security info.
2. Avoid repeated requests
   • Do not repeatedly click to resend codes or switch methods too often. Excessive or repetitive requests can trigger protection systems and cause Microsoft to temporarily stop sending verification codes due to unusual activity.
3. Check phone and SMS conditions
   • Ensure the phone is able to receive SMS from unknown numbers and that no blocking/filtering is enabled.
   • Confirm the SMS inbox is not full and the messaging app is working properly; clear storage or troubleshoot the messaging app if needed.
   • VOIP numbers cannot be used for verification codes; ensure a mobile phone number is configured instead.
   • If in a region where Microsoft’s SMS services have limited functionality or temporary issues, delivery may be delayed or fail; these issues resolve automatically after some time.
4. Check email options (if using email verification)
   • Look in the junk/spam folder for messages from @accountprotection.microsoft.com and use the code from there.
   • Mark @accountprotection.microsoft.com as a trusted sender so future codes arrive in the inbox.
5. Verify or update security info
   • When prompted during sign-in, verify that the last two digits of the phone number or first two characters of the email shown match the actual security info.
   • If able to sign in at all, go to the Security info page for the work/school or Microsoft account and select Update info to confirm or replace phone and email methods. If none of the listed methods work, choose I don't have any of these (when available) to start an alternate recovery path.
6. If codes still do not arrive
   • Wait some time before trying again if there might be a temporary block due to unusual activity or heavy compromised traffic in the region.
   • If still unable to sign in or reset the password because no verification method works, use the sign-in helper or account recovery options, or contact Microsoft Support as described in the documentation. Support agents cannot send verification codes or change account details but can guide through supported recovery options.

References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account