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How to resolve issue with changing password and two stage verification

Alistair 0 Reputation points
2025-10-25T14:51:52.6133333+00:00

Hi. Would someone be able to help me. I have attempted to change my microsoft password as the system has prompted me to change it after 72 days. I put in my existing password - which the system says was wrong. I then attempted to request a new password and I am now getting issues with the two way verification. It sends a text and code to my mobile phone, but then I get a message "try another verification method". I have attemtped to change this password incognitio even downloaded a VPN to my laptop. However, the problem still exits. I have also not attemtped to change my password for over 48 hours, but I am hit with the same issues. Has anyone experienced this problem before? I am getting mixed messages from the microsoft chat - in the meantime, i have had not access to my emails for over two weeks. Thanks in advance

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  1. Winnie-B 1,630 Reputation points Microsoft External Staff Moderator
    2025-10-26T01:42:21.9966667+00:00

    Hi Alistair,

    Thank you for reaching out to Microsoft Q&A Forum!

    From what you described, I understand that you’ve been locked out of your email for over two weeks, especially when you are being prompted to change the password but are then blocked by the two-step verification process. Please kindly try the following steps:

    1. Use a trusted device and network

    • Turn off VPN, proxies, and incognito. Use your usual browser on your home network.
    • Clear cookies only for Microsoft domains (account.microsoft.com, login.live.com), then restart the browser.

    2. Start with the official reset flow

    3. If verification still fails, use the Account Recovery Form (ACSR)

    • Go to the Account Recovery Form via https://account.live.com/acsr   
    • Enter your locked out email and an alternate email where Microsoft can contact you.
    • Provide as many accurate details as possible, such as old passwords, folder names (e.g., custom folders), frequent contacts/subjects, and submit from a familiar device/location.
    • Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
    • Please refer to this official guideto help you fill out the form more accurately.
    • If your Microsoft account recovery request was not granted or was unsuccessful, please check Account recovery unsuccessful - Microsoft Support

    For more details, you can also check this official Microsoft article regarding account blocks, particularly the "I see a Try another verification method message" tab via Troubleshooting verification code issues - Microsoft Support

    Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

    Thank you for your understanding and please feel free to let me know how it goes.

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

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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