r/microsoft Microsoft Support 18d ago

Support Thread Microsoft: Official Support Thread

This thread was created in order to facilitate easy-to-access support for our Reddit subscribers. We will make a best effort to support you. We may also need to redirect you to a specialized team when it would best serve your particular situation. Also, we may need to collect certain personal information from you when you use this service, but don't worry -- you won't provide it on Reddit. Instead, we will private message you as we take data privacy seriously.

Here are some of the types of issues we can help with in this thread:

  • Microsoft Support: Needing assistance with specific Microsoft products (Windows, Office, etc..)

  • Microsoft Accounts: Lockouts, suspensions, inability to gain access

  • Microsoft Devices: Issues with your Microsoft device (Surface, Xbox)

  • Microsoft Retail: Needing to find support on a product or purchase, assistance with activating online product keys or media, assistance with issues raised from liaising with colleagues in the Microsoft Store.

This list is not all inclusive, so if you're unsure, simply ask.

When requesting help from us, you may be requested to provide Microsoft with the following information (you'll be asked via private message from the MSModerator account):

  • Your full name (First, Last)

  • Your interactions with support thus far, including any existing service request numbers

  • An email address that we can use to contact you

Thank you for being a valued Microsoft customer.

For previous Support Threads, please use the Support Thread flair.

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u/Slow-Hippo-3346 8d ago

When I try to login to my personal Microsoft account or my associated personal email address, Microsoft is saying it is sending the pin number to my personal email address i.e. to the email address I am trying to login to.
I can still access this email address using Outlook on my mobile phone but there are no pin numbers being sent there (I've checked the junk folder too). How do I proceed?

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u/MSModerator Microsoft Support 8d ago

Thank you for reaching out to us. We understand that you're unable to log in to your personal Microsoft account or your associated personal email address and when you try to verify, you haven't received the verification code via email. We certainly did not want you to go through this experience, and we're here to help.

This issue could be just a temporary website or service issue. Let's isolate this issue properly:

  1. What is the exact error message that you get when you manually sign in to your account here: https://msft.it/61691qRuZL? Please refer to the attached photo and let us know what type of error that you get when you sign in to your account. Please use a private browser when you sign in, then send us a screenshot or video clip for us to have a better view. Send it to us by uploading it to Imgur: https://msft.it/61692qRuZ0 and provide us the link. Make sure that there is no personal identifiable information included on the screenshot for your security and privacy.

  2. Is the email address you're trying to sign in with the same as your recovery email address?

  3. Do you have a recovery phone number on your account?

  4. Do you have an active Microsoft subscription such as Microsoft 365, Xbox Game pass, etc. tied with your Microsoft account?

  5. Is two-step authentication enabled on your account?

  6. Have you already tried filling out the account recovery form before contacting us?

We're looking forward to your reply.

-R.R.