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I can't reset my security information

Hannah 0 Reputation points
2025-12-10T23:11:49.37+00:00

Hi,

I have a new iPhone and previously used my email account on the iPhone mail app. Unfortunately I didn't finish setting up my email on my new iPhone before resetting/wiping my old iPhone.

When setting up my email on my new phone I realised that I have forgotten my password so went through the password reset process to realise I don't have access to the authenticator app (I have 2 step verification turned on). I DO have access to the back up email but don't have my 25-digit recovery code.
In an attempt to gain access to my emails, I restored my old phone from the backup which although gave me access to my emails in the mail app again, did not restore the authenticator app fully - I still have the notification pop-up to say I need to accept/decline the request but it gives me an error and says I need to add the account again (which of course I can't because I don't know the password).

So I now have two phones, my old one with both the email I don't have forgotten my password to, and also my back up email logged in, but my new phone with just my back up email logged in.

After speaking with agents on the chat facility they directed me to the password reset form which asks about recent email addresses I sent emails to and the subject lines - I can provide all these details accurately as I still have access to the emails on my old phone. However despite completing the form correctly a number of times I had no response so contacted support again via the chat facility. I was then told the form I had completed would not work due to me having 2 step verification turned. The agent then directed me to recover my account (30 day wait time) which I have tried to do.

When going through the recovery form it asks me to verify my identity using either the authenticator app or a code sent to my back up email - I choose the latter since I have access on my old phone. However after putting in the code received to my back up email it then prompts me to use the authenticator app. I then press "I don't have any of these", which then asks for my 25-digit recovery code, which I don't have so I press no. It then gives me the information about recovering my account (30-day wait), and I press next. My issue is then I have an error message saying "There's a temporary problem with the service. Please try again. If you continue to get this message, try again later". No matter how long I wait or how many times I retry, I get the same red error message. I am also using the old iPhone to do this as I have read it may help being a trusted device, but it's not getting my any further.

Please can somebody help me as I really don't want to have 2 phones for the rest of my life and need to add the email to my new phone!

PLEASE HELP!!

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  1. Chloe-L 5,460 Reputation points Microsoft External Staff Moderator
    2025-12-11T22:05:24.4633333+00:00

    Hello Hannah,

    Thank you for posting your question in the Microsoft Q&A forum.

    I understand how incredibly frustrating this loop is. The good news is that this error is usually a browser or network conflict, not an issue with your account itself. Since you are using the old iPhone (a trusted device) on the same Wi-Fi, the system might be getting confused by old, cached credentials or a network glitch.

    Here is how to force that request through and resolve the situation:

    Step 1: Switch Networks and Browser Mode

    1. Turn OFF Wi-Fi on your phone and use 4G/5G Mobile Data instead.
    2. Open your browser (Safari or Chrome).
    3. Open a New Private Window (Safari) or Incognito Tab (Chrome)

    Step 2: Trigger the Security Replacement Process

    Now, repeat the steps you were trying before in this new window. With the Private Mode + Mobile Data combination, this button should now work without the red error.

    Step 3: The 30-Day Wait

    Once you click Next successfully:

    • The system will ask for a new email address or phone number where they can contact you in 30 days.
    • Your account will enter a security hold for 30 days. This cannot be expedited by support agents.
    • On Day 30, the old, inaccessible Authenticator app will be removed from your account automatically. The new email/phone you provided will become your new login method. At that point, you will be able to set a new password and finally add the account to your new iPhone.

    Please give the Private Mode/Mobile Data method a try and let me know if it allows you to submit the request.

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

    Note: Follow the steps in our documentation to enable email notifications if you want to receive the related email notification for this thread.

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