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Fix Microsoft Verification Code Error Requires Additional Information
Question details
The user is unable to receive or send a Microsoft verification code due to an identity verification block and needs a way to resolve the prompt.
- Product
- Microsoft Account / Microsoft 365
- Device & OS
- not provided
- Scenario
- Signing in, recovering an account, or performing an action that requires Multi-Factor Authentication (MFA).
- Observed behavior
- The system displays the error message: 'Sorry, we need additional information to verify your identity. Please contact support.'
Before reaching out to support, note exactly when the error occurs and take a clear screenshot of the error message, ensuring you hide all personal information.
Contact Microsoft Support for Manual Verification
Since the automated verification process has been blocked for your account security, you must contact Microsoft Support directly through a private channel to restore access.
This specific error indicates that the automated security system flagged the sign-in or recovery attempt. Standard self-service password reset tools will not work until a support agent manually verifies your identity.
Note down the exact activity you were performing when the error occurred (e.g., standard sign-in, account recovery, subscription management) and the specific type of Microsoft 365 subscription involved.
Take a screenshot of the error message. Use an image editor to completely blur, redact, or crop out sensitive data such as your email address, phone number, and full name.
Navigate to the official Microsoft Support contact page. Select the option to get help with your account and follow the prompts to open a ticket or initiate a live chat.
Share your collected context, account type, and sanitized screenshot exclusively through the secure, private messaging channel provided by the Microsoft support agent. Never post these details on public community forums.
Switch to WPS Office for a Hassle-Free Experience
Locked out of your Microsoft 365 account due to verification issues? You don't have to wait to get your work done. WPS Office is a powerful, lightweight, and free alternative that lets you view, edit, and create documents immediately without mandatory cloud account verification hurdles.
- 1. Download the Installer: Visit the official WPS Office website and download the free installer for your operating system.
- 2. Install WPS Office: Run the downloaded file and follow the straightforward on-screen instructions to install the suite.
- 3. Open Your Documents: Launch WPS Office and directly open your existing Microsoft Office files from your local drive to resume working immediately.
Frequently Asked Questions
Why does Microsoft say they need additional information to verify my identity?
This prompt usually occurs when Microsoft's automated security systems detect anomalous activity, such as a sign-in attempt from a new location or device, and the standard MFA methods are not sufficient to clear the security flag.
Can I bypass the 'please contact support' verification error myself?
No. Once this specific error appears, the automated self-recovery process is locked for your security. Manual verification by a Microsoft support representative is required to restore access.
Is it safe to share a screenshot of the Microsoft error on community forums?
You can share the screenshot to ask for advice, but you must strictly hide any Personally Identifiable Information (PII). Ensure your email address, phone number, name, and account ID are completely redacted before posting publicly.
