I changed my phone and can’t access my account

If you’re on the sign-in page and can’t access your authentication app, click “I can’t use my app right now.” Then look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. You can read more about it directly from Microsoft here:

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.

Since the phone was changed and the Microsoft Authenticator app on the old phone is no longer available, the existing multifactor authentication (MFA) methods must be reset or updated before access to the inbox is possible.

For a personal Microsoft account (Outlook.com, Hotmail, Live):

1. If verification codes are not being received:
   • Avoid repeatedly requesting codes, as excessive requests can cause temporary blocking of code delivery.
   • Check whether the phone blocks texts from unknown numbers and adjust settings, then choose I don't have a code to have another code sent.
   • Ensure the phone number is a mobile number (not VOIP) and that the SMS inbox is not full.
   • Check junk email for codes from @accountprotection.microsoft.com if email is used as a verification method.
2. If the security info (phone/email) is wrong or no longer accessible:
   • When prompted for a verification method, select I don't have any of these and follow the prompts to replace or update the security info.
   • If the phone/email shown is not recognized, verify that the correct account and domain are being used; if still correct but inaccessible, start account recovery using the provided recovery flow.

For a work or school account used with Outlook mobile:

1. If verification codes are not received, follow the same checks above (no VOIP number, SMS not blocked, junk folder for email codes, avoid excessive requests).
2. If none of the methods work or are accessible, sign in to the Security info page with a method that still works and select Update info to add or change security methods. If no method works, choose I don't have any of these and follow the prompts to replace security info.
3. If sign-in is still not possible because all MFA methods are lost, contact the organization’s IT admin and request an MFA reset so that new methods (such as a new phone number or new Authenticator registration) can be configured.

Once MFA/security info is updated and at least one working method is configured (phone, email, or Authenticator on the new phone), sign-in to Outlook mobile should succeed again.

References:

• Common problems with two-step verification for a work or school account
• Can't sign in to the Outlook mobile app