Troubleshoot verification code issues for work or school accounts

Summary

This article provides explanations for why verification codes from Microsoft don't always arrive for your work or school account. It includes a list of the most common causes and solutions for each one.

Reasons why work or school account verification codes don't always arrive

Read through the list of the most common causes below and see if any of them apply to you.

I'm not getting a verification code

Check the right mailbox: Verification codes sent by email can only be sent to your primary username or another email you added as a way to verify sign in.

You may be blocked due to unusual activity: Microsoft works to protect you, your accounts, and our services by assessing the trustworthiness and credibility of every sign-in, sign-up, or customer interaction. If your actions trigger alerts or deviate significantly from your typical patterns, we might interpret it as potentially risky behavior, leading to a temporary block where we won't send codes.

Don't make excessive or repetitive requests to alternative emails, as this can cause us to block you and not send verification codes.

There may be heavy compromised traffic coming from your geographical location, and to protect you, we may also not deliver codes to your account as fast as we would like. While rare, these issues will be automatically resolved after a certain period of time.

Have you added a VOIP number? VOIP numbers cannot be added as a way to sign in or get verification codes. Please add another method instead.

Did your email send your verification code to your junk folder?  Check your junk email folder for a message from Microsoft. Valid verification codes come from an @accountprotection.microsoft.com email address.

Mark @accountprotection.microsoft.com as a trusted sender to receive your verification code in your inbox.

Is your phone number or email address entered correctly? To keep your information safe when you're signing in, we only show you the last two digits of your phone number or the first two characters of your email address.

1. Sign in to your Security basics page with your Microsoft account.

   Sign in

2. At the password entry screen, select Sign in another way.

To see alternate sign-in methods:

Account Security or Lockouts: If your account has been flagged for unusual activity or locked for security reasons, verification messages might not go through until the issue is resolved.

How to fix "Try another verification method" error message

Sometimes you may encounter a block when trying to sign. We understand this can be frustrating and disruptive, but here are some of the reasons behind blocks and guidance on how to overcome them.

1. Unusual activity. You may be blocked due to unusual activity. Microsoft works to protect you, your accounts, and our services by assessing the trustworthiness and credibility of every sign-in, sign-up, or customer interaction. If your actions trigger alerts or deviate significantly from your typical patterns, we might interpret it as potentially risky behavior, leading to temporary block.
2. High volume of requests. Excessive or repetitive requests to alternative emails or phone numbers can cause us to block you. This can result in temporary or permanent blocks.
3. Violation of Terms of Service. Engaging in activities that violate the account service's terms of service can result in an account block.
4. There may be heavy compromised traffic coming from your geographical location and to protect you, we may also block your account. While rare, these issues will be automatically resolved after a certain period of time.

How to resolve an account block:

1. Try another method: Sometimes the block may be tied to the verification method you are using. Try using another verification method connected to your account.
2. Try another network: Try switching between Wi-Fi or cellular data on your mobile device, or select a different Wi-Fi network if possible.
3. Wait: Sometimes waiting a day can be enough to remove a block. Don't make lots of repeated attempts, as this may reset any time lock. If there's no change after 24 hours, wait a longer period - as long as possible up to 1 week.

How to fix "We cannot send a text message to this number" error message

You may be blocked due to unusual activity: Microsoft works to protect you, your accounts, and our services by assessing the trustworthiness and credibility of every sign-in, sign-up, or customer interaction. If your actions trigger alerts or deviate significantly from your typical patterns, we might interpret it as potentially risky behavior, leading to a temporary block where we won't send codes.

Don't make excessive or repetitive requests to alternative emails, as this can cause us to block you and not send verification codes.

There may be heavy compromised traffic coming from your geographical location, and to protect you, we may also not deliver codes to your account as fast as we would like. While rare, these issues will be automatically resolved after a certain period of time.

Have you added a VOIP number? VOIP numbers cannot be added as a way to sign in or get verification codes. Please add another method instead.

I've lost access to my work or school account security info

If you know your password but have lost access to some, but not all, of your security info:

1. Sign in to your Security info page of your Microsoft account.

   Sign in

2. Select Add sign-in method, then choose how you would like to verify sign-in.
3. Select and expand the security info/verification option you have lost and select Remove.
4. Select Remove again to confirm.

If you know your password but have lost access to all your security info:

1. Go to passwordreset.microsoftonline.com and enter your email or username.

   Reset password

2. Select Next and follow the instructions.

How to fix "Error 400" when signing in to a work or school account

Error 400 usually means your sign-in request with password couldn’t be processed. Learn how to help fix the error.

Why am I getting unrequested verification codes on my work or school account

If you received a verification code or sign-in prompt that you did not request, it could be because:

• Someone is trying to access your account.
• Someone accidentally entered the wrong phone/email when trying to sign in.
• Delivery of the code you requested some time ago was delayed.