MFA & Verification Issues

How to Change Microsoft Verification Phone Number Without Access

Camila Milosovich Oct 10, 2026 869 views

Question details

The user needs to update their Microsoft business account verification phone number but cannot access the security settings because codes are being sent to a terminated phone number.

How to Change Your Microsoft Verification Phone Number After Losing Access

Product: Microsoft 365 (Business Account)
Device & OS: not provided
Scenario: Attempting to log into a Microsoft business account or update security settings after losing access to the registered verification phone number.
Observed behavior: The system prompts for a verification code sent to the old, inaccessible phone number, blocking access to security settings and the Microsoft Authenticator app.

Before you start

Determine whether you are using a personal Microsoft account or a work/school account, as the recovery procedures are entirely different. For business accounts, standard personal account recovery forms will not work.

Solution 1Recommended

Contact Your IT Administrator to Reset MFA Methods

Because this is a business or school account, your organization's Microsoft 365 administrator has control over your authentication settings and must perform a reset.

When you lose access to your verification phone number on a Microsoft 365 business account, you cannot bypass the security prompt yourself. Personal account recovery steps do not apply.

The only secure way to regain access is through your company's IT support. They have the administrative privileges to require a re-registration of your Multi-Factor Authentication (MFA) methods.

Identify your IT administrator

Reach out to your company's IT helpdesk, system administrator, or the person who issued your Microsoft 365 work account.

Request an MFA reset

Ask the administrator to use the Entra ID (formerly Azure Active Directory) admin center to select 'Require re-register MFA' on your user profile.

Sign in to your account

Once the administrator confirms the reset, go to the Microsoft 365 login page and enter your email address and password.

Register your new phone number

You will immediately be prompted with 'More information required'. Follow the on-screen instructions to register your new phone number or set up the Microsoft Authenticator app.

Contact Your IT Administrator to Reset MFA Methods

Alternative Method for Administrators: If you are the sole global administrator for your organization and are locked out of your account, you must contact Microsoft Data Protection support directly by phone to verify your identity and regain access.

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Frequently Asked Questions

Can I use the Microsoft account recovery form for a business account?

No, the standard Microsoft account recovery form is designed exclusively for personal accounts (such as @outlook.com or @hotmail.com). Work or school accounts are managed internally by your organization's IT department.

What if I am the only administrator and lost access to my verification phone?

If you are the sole global administrator and find yourself locked out of your tenant, you will need to contact the Microsoft Data Protection team via phone. They will guide you through a strict identity verification process to restore access.

How do I change my phone number if I still have access to the old one?

If you can still successfully log in, navigate to your Microsoft 'My Account' portal, select 'Security Info', and click 'Change' next to your currently registered phone number to update it to your new one.

Login & Account Issues