Help! Stuck in a Microsoft Account verification loop

Dear Microsoft Community

Please help!

I am trying to help my father get out of S mode on his tablet so that he can install the app Zoom, but we are stuck in a Microsoft Account verification loop.

  • On the tablet, I go through the process for getting out of S mode, and am prompted for a login for his Microsoft account.
  • We have the email address, and I was recently able to reset his password as he had fortunately linked the email address to his phone.
  • However, when I try to sign in to the email address, the response is a window that says "We've sent a verification email to xxxxxxx (the same address)".
  • I have tried to log in to the email account on other devices that we own (PC, phone etc), but each one gives us the same screen. Because we can't get past this screen on any device - despite having the valid email address and password - we are unable to pass the verification check, and hence unable to get out of S mode and unable to install external apps like Zoom.

We are stuck in this loop and I cannot see a way out. We have tried submitting a 'recover lost account' email which wasn't successful. It's seemingly impossible to speak to someone from Microsoft on the phone, the online help centre does not solve the problem, and the subsequent email link to talk to a person does not work. This is the final avenue of help I can think of and I am reaching the end of my tether. There must be a solution somewhere but I just cannot find it.

So please, if anyone is out there who has solved this same problem, or if anyone from Microsoft support happens to see this mail, please help. We are at the end of our tethers and at the moment my father has bought a tablet which he cannot use because of this frustrating scenario.

To confirm: Yes, the tablet login uses the same address as the one we are prompted to verify. It's a microsoft address rather than a local account

Thanks for reading, and hoping someone out there might be able to help,

Dan

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Hi DanInnes1,

We appreciate you raising this concern to our attention. We understand that you're having trouble with verifying your father's Microsoft account. However, this case is best handled by our Microsoft account Support team. May I know if you've received any error when you tried contact Microsoft phone support? You may try these links to contact our team:

To notify us and have us get back to you, simply reply to this post.

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Hi Jomel,

Thanks very much for this email link. I'll let you know if I still have issues once I've spoken to Microsoft support.

Best

Dan

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Hi DanInnes1,

We appreciate you raising this concern to our attention. We understand that you're having trouble with verifying your father's Microsoft account. However, this case is best handled by our Microsoft account Support team. May I know if you've received any error when you tried contact Microsoft phone support? You may try these links to contact our team:

To notify us and have us get back to you, simply reply to this post.

Hi Jomel, I've been trying to submit the support request email all throughout day and am getting this. Am I doing something wrong?

We're sorry, but something went wrong on our end. Please try again later

Thanks,

Dan

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Please use a different web browser and check if you'll receive the same error.

Thank you for your patience.

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Last updated September 13, 2021 Views 4,446 Applies to: