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How to Fix Microsoft 365 Account Locked by Two-Step Verification
Question details
The user is unable to sign in to their Microsoft 365 workplace account because the two-step verification was configured to send SMS text messages to an office phone incapable of receiving them.
- Product
- Microsoft 365 Business
- Device & OS
- not provided
- Scenario
- Attempting to log into a workplace account but getting blocked by an incorrectly configured two-step verification phone number.
- Observed behavior
- The user is completely locked out of the account and cannot complete the sign-in process, and the workplace manager is unable to independently bypass the verification prompt.
Before proceeding, check if you previously saved any backup authentication codes or registered an alternative email address or authenticator app for this account.
Contact Your IT Administrator to Reset MFA Settings
The most direct way to resolve a workplace account lockout is to have your organization's IT admin reset your authentication methods.
In a business or workplace environment, end users typically cannot bypass two-step verification on their own. The organization's IT support team has the necessary permissions to manage and reset multifactor authentication (MFA) requirements from the Microsoft 365 admin center.
Contact your company's IT support team, helpdesk, or Microsoft 365 global administrator.
Ask them to 'Require re-register MFA' or clear your existing two-step verification settings for your specific user account.
Once the IT admin confirms the reset, sign in to your Microsoft 365 account again. You will be prompted to set up two-step verification from scratch. Choose a mobile phone that can receive texts or use the Microsoft Authenticator app.
Use Backup Codes or an Alternative Authentication Method
If you previously set up secondary verification options, you can use them to bypass the SMS requirement.
Contact Microsoft Business Support
If your IT administrator cannot reset the method, Microsoft Support can assist in recovering the business account.
Keep Working While Locked Out: Try WPS Office
If you are temporarily locked out of your Microsoft 365 account due to MFA issues, you don't have to stop working. WPS Office is a lightweight, fully compatible, and free alternative that lets you open, edit, and create Word, Excel, and PowerPoint files locally without needing a Microsoft login.
- 1. Download WPS Office: Visit the official WPS website and download the free version for your Windows, Mac, or Linux device.
- 2. Open Your Local Files: Launch WPS Office and open the Word, Excel, or PowerPoint documents saved on your computer.
- 3. Edit and Save Seamlessly: Make your edits and save them in standard Microsoft formats so you can easily share them with your team.
Frequently Asked Questions
Can I change my Microsoft 365 verification phone number without logging in?
No. For security reasons, you cannot change your two-step verification settings without successfully logging in first. You must either use a backup authentication method to log in or have your company's IT administrator reset your MFA settings.
What happens if I lose my Microsoft 365 backup codes?
If you lose your backup codes and have no other registered authentication methods (like an authenticator app or alternative email), you will be completely locked out. You will need to contact your organization's IT support to have them reset your account's security info.
Why is my office phone not receiving Microsoft verification texts?
Most traditional office landlines or basic VOIP systems are not equipped to receive SMS text messages. Microsoft 365 verification texts require a standard mobile network. For office phones, you should configure the verification method to 'Call' instead of 'Text', or preferably use a mobile Authenticator app.
How long does it take for an IT admin to reset my MFA settings?
An IT administrator can typically reset your multifactor authentication settings instantly from the Microsoft 365 Entra ID (formerly Azure AD) admin center. Once they clear your sessions and require re-registration, you can log in and set up a new verification method immediately.
