My mom cannot log in to her Outlook account. We have submitted two forms. She is not getting the codes to her cell phone.

Hey there! Nice to meet you!

Since your mom can't receive the verification codes, please try these steps:

1. Avoid submitting multiple requests to phone numbers, since this could stop verification codes from being delivered.
2. Suspicious traffic from your geographical location may cause delays in delivering verification codes. These uncommon issues usually resolve on their own after some time.

If your mother still can't receive the codes, this may indicate that her account is blocked due to unusual activity. She will not be able to receive the verification codes until the account block expires.

Kindly have her perform these steps to fix the error:

1. Perform a password reset via Incognito/InPrivate window using different devices and network services.
2. If it doesn't work, wait exactly 48 hours to reset the password.
3. If the issue persists, kindly wait exactly 1 week to perform another password reset. The idea is to wait for the account lock to expire first before you reset the password, as stated in this article: https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (48 hours or 1 week), as this may reset the lock cooldown.

Thank you for your understanding! Please feel free to let me know if you need anything else.

Best regards,

Darhyl

For an Outlook.com account that cannot receive verification codes and cannot be accessed, only the official self-service recovery and support options are available.

1. Use the Microsoft account sign-in helper

• If sign-in is failing, start with the Microsoft account sign-in helper, which is designed to diagnose most sign-in issues and guide through recovery steps: use the Get help signing in / Sign-in helper flow referenced in the documentation.
• This tool will check the account details entered and either show what to do next or guide through self-help recovery.

2. Understand limits on verification codes

• If verification codes are not arriving, there may be:
  • A temporary block due to unusual or repetitive verification attempts.
  • Delays or blocks related to traffic from the current location.
• In these cases, codes may not be sent for a period of time, and support agents are not allowed to send codes, password reset links, or change account details.

3. Try alternative verification methods

• If the phone number is not receiving codes, use any other available method already on the account (backup email, other phone, or authenticator app) when prompted.
• If no listed method is accessible, the only option is to follow the recovery flow and provide as much accurate information as possible.

4. Contact Microsoft Support (when sign-in is possible)

• If sign-in to any Microsoft account is possible (even a different one), technical support can be reached via the Contact Microsoft Support entry point referenced in the verification-code article.
• In the support flow, enter the problem and select Get Help; if still needed, choose Contact Support to be routed to chat or other options. Note that agents still cannot override verification or directly unlock the account.

5. If you can sign in to Outlook.com with another account

• When signed in to Outlook.com with any working account, select Help in the top menu, then Help again.
• Search for the issue; if not resolved, scroll to the bottom of the Help pane and under Still need help? select Yes to start an email or chat with support. This support is limited by the same security rules (no sending codes or changing security details), but can clarify the recovery process.

Because of security protections, if none of the recovery options (phone, backup email, authenticator) work and the recovery form is not accepted, there is no direct way for support to bypass verification or manually grant access. In that case, continuing with the sign-in helper and recovery form, and waiting out any temporary blocks, is the only supported path.

References:

• How to get support for Outlook.com
• Troubleshoot Microsoft verification code issues