Problem with Windows Outlook (Sorry, no other section available)
Problem with Windows Outlook (Sorry, no other section available)
Hello folks, I am praying somebody can help me in a very stressful situation which I see no solution to.
My friends mum needed her new laptop rebooted with a fresh Windows 11 installation for work. She heavily relies on the account being linked and signed into her Outlook account.
During the new Windows 11 installation – when it asks “Lets add your Microsoft Account”, I input her correct email address and password. There was a red message saying password or account is incorrect. I did confirm if the password was correct for which I was told yes.
Anyway, I set up Windows 11 by putting my own email address in for this stage as I know I can remove it later on within the Settings > Account section.
This meant her password was not correct, or perhaps it had been changed.
Nevertheless, I followed the Microsoft Account Sign-In Helper tool which confirmed this and showed the account is blocked:
https://ibb.co/nqgZYxbG
Account blocked
We have detected that your account is blocked due to multiple incorrect password attempts.
I understand there is also another outcome when multiple password attempts are made which shows as ‘
Account Locked’
– just to clarify this is saying blocked – and not locked, which I think is a different process to resolve.
Anyway, like many others have experienced, I followed the reset password method – put her email in correctly and clicked ‘forgot password’
She has clearly had her correct UK mobile number linked to the account for verification because as you can see it asks for the last 4 digits of her mobile number – and that number is correct as her number ends in 01.
https://ibb.co/GQwQYs4F
Just like many others have experienced, I am getting the message –
Try another verification method
That verification method isn't working right now. Please try another method.
https://ibb.co/DDgptn6x
The problem is, only her mobile number is the verification linked to her email address – I know some people have a telephone number and a few emails, but hers is just a mobile number.
I have read methods such as – on chrome, firefox, and other browsers to try and reset the password and put the 4 digit number in to get a code, or try in incognito mode on different browsers, or disable WIFI and try on a different mobile device, or try using mobile data.
I have tried these methods, even allowing 24 hours of no activity with the account and then trying to reset the password after 24 hours – but it still always keeps saying:
Try another verification method
That verification method isn't working right now. Please try another method.
I am so worried I cannot sleep since this has happened because her Outlook account was set up years ago and it has all her important work documents and other things that she desperately needs. I am worried she will never be able to log back into her outlook account.
Just to note also – which is very strange, she has the Outlook app installed on her phone and she is logged into that still?? I am not sure how when it says her account is blocked, and the password is incorrect – but she is still logged in and receiving emails via her outlook app – which is something I guess. I did try and see if we can change or reset her password via the Outlook app but in the app you cannot change any security information (even though logged in)
Would I be correct in saying the only option now is to submit a form – by her completing the account recovery form? The only problem is, some info on the form will be easy to answer (because she can still access her outlook app) – but her son set up the account many years ago and he is not sure for example, if he put her correct DOB as in the correct year in, as he kind of rushed it I think.
We are worried the account is lost and not accessible forever?
Just to clarify, I heard the more you keep accessing or trying to reset password, it will start a timer to block the account, but I wanted to know can I keep checking the sign in helper below daily? To see if the account block message goes away? Or will me putting the email in on this keep resetting the timer for it being blocked?
Also, the other methods of sign in say put in a code into the Microsoft app, or authenticator – but no codes are coming through on her app?
I have even tested this on my own email address which is NOT blocked – and I clicked forgot password and it showed my correct mobile number and I put the last 4 numbers and it STILL said the same message -
Try another verification method
That verification method isn't working right now. Please try another method.
Please can anyone help me with this, and sorry for posting in this forum, but this community is really helpful.
Many thanks
I regret to inform you that for businesses such as Google and Microsoft, whose account recovery methods remain unclear and frequently updated, the best course of action is to adhere strictly to their official guidelines. If recovery isn't possible through these channels, you're likely to lose access. You might attempt recovery again after a short pause, but be ready to try without relying on the account.
For your reference:
To enhance security, it's wise to use multiple authentication methods for sensitive accounts. If SIM theft or fraud is a risk, consider an alternate phone number dedicated solely to recovery. The same principle applies to recovery emails. Mastering the password remains crucial.
Paid accounts may connect with customer support, though success isn't guaranteed.
Think about switching to a premium email service that offers stronger recovery options and better support.
Cloud backups, including emails, should also be maintained regularly.
Here is your message rewritten with the same length and structure:
She has been very helpful in her response.
We should stick to the official procedure and try to answer as many questions right, or else the system might lose access to that account.
The issue is that she has experienced this for years, tied to a single drive containing crucial documents.
I really don’t understand why the password isn’t recognized despite her saying it hasn’t changed. It seems this happened right after I reinstalled Windows 11 on her laptop and attempted to link the Microsoft account during setup.
It’s surprising how someone who is honest and has even shared her mobile number with her email can still not receive a verification code when something goes wrong.
This situation is really discouraging, and I’m worried she won’t be able to access her account again.
Thank you.
cswizard, here’s the process you can follow:
Pause for a minimum of 48 hours without any attempts. Once this period ends, reset the password in a fresh environment—using another device and network. This should allow you to receive the reset code sent to her mobile. If that doesn’t work, use the account recovery form. Complete it with a device and location she’s used recently, which will help address Microsoft’s concerns. The form will request details like recent emails, contacts, etc. Since her phone is already logged in, she can easily provide this information. Don’t stress too much about entering her date of birth accurately. As long as the other answers are correct, it should succeed.
I'm really glad to have replied. Tomorrow I'm going to her house. Her phone has Outlook installed and connected to that email. I plan to check if she logged in via a web browser on the device, and then possibly reset the password. Should I use Chrome? And should I clear cookies and cache first? I'll do it on her Wi-Fi at home. Just hoping when I enter the first digit number it doesn't immediately say 'try another method verification' lol.
You have the option to use Chrome, but it's wise to remove its cookies and cache first. Alternatively, try a browser she doesn't typically use. Good luck tomorrow. If the password reset fails once more, don't worry—Plan B remains available, the account recovery form. Her friend is lucky enough to keep her emails on her phone, allowing her to respond to most questions. It's crucial not to log out of the Outlook app on her phone. I remain hopeful and believe her Outlook access won't be permanently lost.
So if she doesn’t have Firefox installed on her phone, I can use the alternative browser and try resetting it. Will Outlook treat that as normal activity since it’s coming from a browser she doesn’t usually use?
Yes, the form requests details like her name, which I’ll match with the name from her Outlook app (even if it’s a shorter version).
I’ll also send an email tomorrow from Outlook, using a subject line and including all recent emails in the recovery form.
I understand some questions on the form might be unclear (since the Outlook app doesn’t provide that info), but I hope we have enough to go on.
Thanks a lot for your assistance with all your answers. It has eased my worries lol.
I experienced similar issues with Apple, Facebook, and Microsoft in the past involving missing verification codes or rejected login attempts followed by temporary locks. First, confirm that your email works with the correct password on another device. If verified, try logging into your Microsoft account on a different system. It’s possible you might not have a valid Microsoft account. You can add a phone number or extra emails to your account as an additional verification step.