Hotmail nightmare - phone not receiving verification codes/calls so i can reset password & access

freckled24

I'm at my wits end and hope someone can help with any advice. I changed my Hotmail account's (which I've had for 25 years) password a few months ago, but when i had to enter it again, it wouldn't work. I have 2FA turned on, so i clicked to have the code sent to my mobile, so i could reset the password. The verification codes never come. I tried to get the code via my back up email address, but while the codes come to the email inbox, when i go to reset my password i get various error messages from Microsoft during the process (timed out; 'not currently working try another verification method').

Last week the inbox stopped updating, and I now can't see any new emails or forward any from that inbox onto my backup address. I'm in the middle of hospital treatment and as you can imagine, not being able to reset my password and losing 25 years worth of data, info and important documents/referral letters for the hospital is causing so much stress and worry.

O2 say it's not their issue, as i can get verification codes from other companies. Apple have done a full diagnostic and no issues have come up. I've spent about 17 hours so far waiting online/talking to Microsoft online support, explaining my issue multiple times, and that it's only Microsoft and Amazon I can't get any verification codes or calls from. Amazon recommended I remove then add the same number back again, and see if that changes anything. Microsoft have finally escalated the case to their 'External Advance Capability Teams' but can't give me a timeframe for when I'll get an update. I'm desperate - in the meantime I've been updating as many contacts as I can with my backup email (bank, household bills, work, hospital etc), but I just feel so helpless and no-one can seem to tell me why all of a sudden, I can't get verification codes or calls from these 2 companies. What's changed with my number at their end? It has to be something at Microsoft/Amazon's end? Someone said they both use a KPD platform to send their short code messages?

Has anyone heard of this before? Please don't say 'just forget it, your account's lost'. I have to believe there's a way to keep this account of over 25 years - it's ingrained in every aspect of my life and finances. And I realise now that in itself is a risk, but I thought I was being sensible by having 2FA on my account - I didn't ever think there would be an issue with the codes actually coming through.

I 'think' I might have reset the password on my laptop last year - could it still be showing somewhere in a cache somewhere or something? I'm clutching at straws and not tech savvy, but I'm open to any suggestions that might be worth a try. Thanks everyone - really appreciate any guidance   

Voyager2002

Maybe try using different devices?

freckled24

Hi yes i've done that, using 2 different laptops - but i still can't get the verification code either through to my mobile, or get the reset to work from the email code. I've tried it on different browsers, incognito etc but i still get the error messages and no code coming through to my mobile

PHK

It sounds like you’ve been caught up in the move away from “Basic Authentication” to “modern authentication” (basically whatever you use must support 0Auth 2.0 )

In short, Microsoft stopped Hotmail in 2011 and migrated customers to Outlook in 2013. On September 16 2024, Microsoft started the process to only accept what’s termed modern authentication. This has made account recovery much more difficult. 

HillStreetBlues

Can you sim swap to another phone to check it's not your mobile?

freckled24

PHK said:

It sounds like you’ve been caught up in the move away from “Basic Authentication” to “modern authentication” (basically whatever you use must support 0Auth 2.0 )

In short, Microsoft stopped Hotmail in 2011 and migrated customers to Outlook in 2013. On September 16 2024, Microsoft started the process to only accept what’s termed modern authentication. This has made account recovery much more difficult. 

Yes! This sounds like the right timeline for when i started having the issues - i never had them before this. Do you know what other people have done, how Microsoft sorted this out if it's a known issue?

freckled24

HillStreetBlues said:

Can you sim swap to another phone to check it's not your mobile?

Hi - so put my sim in another handset? I can certainly try - though Apple did all the diagnostics yesterday and confirmed there are no issues showing on the handset itself. But i'll try anything : )

Vitor

OP should paste his post into ChatGPT and follow the suggestions

freckled24

Vitor said:

OP should paste his post into ChatGPT and follow the suggestions

I put it into ChatGDP and asked it how to solve the issue - i've tried all of the suggested methods they had, but at least number 7 gives more info for suggested solutions when i'm talking to Microsoft:

7. Enable Modern Authentication for New Devices

• If you've been using older methods, your account may not be fully compatible with modern authentication. In this case, you might need to go through an upgrade or additional steps to reconfigure security settings.

UncleTomCobley

This may be a long shot but I had something similar with my hotmail account a couple of months ago.

As part of the reset flaff, it asked for a mobile number for my verification code to be sent. I entered mine - and other (UK) ones to no avail (I'm not sure if your process is the same). I kept getting that "not currently working try another verification method" until I stumbled, just by luck, on using someone I know's US mobile number.

They then got the code - and after a bit of explaining and intercontinental communications - I managed to get the code relayed and to reset my password.

Mine is a hotmail.com address - though not sure if that was a factor.

freckled24

UncleTomCobley said:

This may be a long shot but I had something similar with my hotmail account a couple of months ago.

As part of the reset flaff, it asked for a mobile number for my verification code to be sent. I entered mine - and others - (Uk) ones to no avail (I'm not sure if your process is the same). I kept getting that "not currently working try another verification method" until I stumbled, just by luck, on using someone I know's US mobile number.

They then got the code - and after a bit of explaining and intercontinental communications - I managed to get the code relayed and to reset my password.

Mine is a hotmail.com address - though not sure if that was a factor.

Wow this is EXACTLY the same issue - i'm getting the same error message as that when i try and get the code sent to my mobile number. And mine is a hotmail.com one as well - the only thing is, i can't enter a new mobile number. It only brings up the number i used to set up 2FA - which then doesn't get a code/error message comes up. Thanks anyway though - sounds like your plan may have worked if i wasn't bound to the number already set up as my 2FA