MFA & Verification Issues

How to Change an Old Phone Number for Microsoft Account Verification

Maira Mehtab Sep 27, 2026 869 views

Question details

The user needs to update the phone number used for multi-factor authentication because the original number is no longer accessible, and additional verification is required to sign in.

Product: Microsoft Account / Microsoft 365
Device & OS: not provided
Scenario: Updating multi-factor authentication and security details when the primary verification phone number is lost or disconnected.
Observed behavior: The sign-in process is halted by a prompt for additional information, but the verification code is sent to an old, inaccessible phone number.

Before you start

Before beginning the recovery process, determine whether you are dealing with a personal Microsoft account or a Microsoft 365 work or school account, as the procedures are entirely different.

Solution 1Recommended

Update Verification Number for Work or School Accounts

Use this method if you have a Microsoft 365 business or education account and can still access your applications dashboard.

This solution works best if you are already signed in on a recognized device or have an alternative verification method active that allows you to access your enterprise dashboard.

Navigate to the Apps Dashboard

Open a web browser and go to myapps.microsoft.com.

Access Your Profile

Click on your account profile picture in the top right corner and select 'Profile'.

Open Security Settings

Locate and click on 'Additional security verification' to manage your multi-factor authentication methods.

Update the Phone Number

Enter your new phone number in the designated field, save your changes, and follow any on-screen prompts to verify the new number.

Contact Your Administrator: If you are completely locked out or the system blocks access to this page, you must contact your organization's IT administrator or Microsoft Support to reset your MFA settings.

Solution 2

Use the Account Recovery Process for Personal Accounts

If you are using a personal Microsoft account (like Outlook or Hotmail) and lost your only verification method, you must complete the official recovery form.

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Frequently Asked Questions

What should I do if my work administrator is unavailable to reset my verification?

For Microsoft 365 enterprise or education accounts, only the global or IT administrators have the authority to reset multi-factor authentication (MFA) settings. You must wait until they are available or contact your company's dedicated IT helpdesk.

How long does the Microsoft account recovery process take for personal accounts?

If you do not have access to any of your original security information, it may take up to 30 days for Microsoft to replace the security info. This delay is a strict security measure designed to protect your account from unauthorized access.

Can I use an authenticator app instead of a phone number for Microsoft verification?

Yes. Once you regain access to your account, it is highly recommended to set up the Microsoft Authenticator app. It provides a secure, phone-number-independent method for two-step verification.

Login & Account Issues