Get help with Microsoft 365 sign-in or verification

Confirm the account type

Use the work or school account supplied by your organization. A personal Microsoft account with a similar address is a different identity. Record the application and the stage where sign-in stops: password entry, verification, device approval, or access to a particular resource.

Try the supported recovery choice

1. Read the exact error and record its time.
2. Check whether the sign-in screen offers another verification method you already registered.
3. If password recovery is available to your account, follow your organization's approved reset process.
4. If no usable method remains, contact your administrator through an established channel.

Do not repeatedly approve prompts or remove security methods just to bypass a blocked workflow.

When changing phones

Tell support whether the old device is still available and whether any other registered verification method works. Do not send backup codes, QR codes, authenticator exports, or recovery links. A verification-method reset may require identity checks before an administrator can act.

Preserve useful evidence

Provide the account email, application, exact message, correlation or request identifier if shown, and time zone. Microsoft's work-account verification troubleshooting explains common verification situations. Unexpected prompts or unfamiliar sign-ins should be reported as a security concern rather than treated as an ordinary password mistake.