PIN voided by bios update

Hi David Hendren,

I’m really sorry to hear that your wife is being locked out after something as routine as a BIOS update, especially when Windows is asking for a verification method that no longer makes sense in real life. I can see there have been some suggestions shared in this thread, but first I need to note that:

There isn’t a special department or phone number you can contact to manually change that verification method.

For security reasons, Microsoft support can’t bypass or directly modify account security information once it’s enforced. The only path is the account recovery process, however, the form doesn’t work if 2FA is turned on and/or you cannot access the verification method(s). So I'd like to ask whether the landline is the only verification method? If yes, unfortunately, from my experience, there's nothing left to do.

I know this is a harsh answer, especially when you just want the computer usable again, but I’d rather be upfront than send you in circles. If you'd like help thinking through next steps, let me know.

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Use the Microsoft Authenticator app on her mobile phone. Go to account.microsoft.com > Security > Manage how I sign in > Add another way to sign in to your account > Use an app.

Add the authenticator app there.

Because the PIN was voided and the backup verification method is a landline, the security info on the Microsoft account must be updated to a mobile number or another method that can receive codes.

Use one of these paths:

1. If sign-in is still possible using any method
   1. Go to the Microsoft account security info / proofs page (for personal Microsoft accounts) or the Additional security verification / Security info page (for work/school accounts).
   2. Add a new sign-in method (mobile phone or Microsoft Authenticator app).
   3. Remove the old home phone entry so future codes go to the new method.
2. If sign-in is blocked because the code goes only to the landline
   1. On the verification screen, choose I don't have any of these (or similar wording).
   2. Follow the prompts to start the account recovery / security info update process and add a new phone or method.
   3. Be careful not to remove all existing security info at once, or the account may be restricted for 30 days while changes are verified.

If this is a work or school account and no alternative method works, contact the organization’s IT/admin and ask them to reset MFA or update the phone number for the account.

Once a mobile number or Authenticator is added and verified, sign-in can proceed and a new Windows Hello PIN can be set up on the device.

References:

• Troubleshoot Microsoft verification code issues
• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Why is Microsoft texting me?