How to sign into devices that don’t accept security codes

Two-step verification makes it more difficult for hackers to access your account, even when they have your password. If you turn on two-step verification, you’ll see an extra page every time you sign in on a device that isn’t trusted. The extra page prompts you to enter a security code to sign in.

When you turn on two-step verification for your Microsoft account, it turns on two-step verification for all the places where you sign in with your Microsoft account. However, some apps (like the email apps on some smartphones) or devices (like the Xbox 360 console) can’t prompt you to enter a security code when you try to sign in, so they display an incorrect password or account error.

For example, if you’ve just turned on two-step verification, you might see the following error code and message when you try to sign in to Xbox Live:

Account does not exist.
Status Code: 8015D002

Create a unique app password to sign in

If you get an error like the one above with an app or device, you’ll need to create a unique app password to sign in. Once you’ve signed in with your app password, you can use that app or device. You’ll need to create and sign in with an app password one time for each app or device that can’t prompt you for a security code.

  1. Sign in to your Microsoft account.
  2. Under Password and security info, tap or click Edit security info.

If you’re prompted for a security code here, enter it and tap or click Submit.

  1. Under App passwords, tap or click Create a new app password.

A new app password is generated and appears on your screen.

  1. Switch to the app or device for which you need the password, and enter the app password that was generated.

To learn more about signing in to specific devices, see App passwords and two-step verification.

Get more answers to your questions about two-step verification

About the Author
Eve Blakemore

Group Manager, Trustworthy Computing

Eve Blakemore is a Group Manager for Trustworthy Computing who delivers consumer guidance around the latest trends in security and privacy. Eve joined Microsoft in 1998 and has worked in corporate and field roles with Microsoft Learning, US Public Sector, Read more »

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40 comments
  1. Anonymous

    I lost my account because of the 2 step verification. I had the account for over 8 years.

    How to turn off 2 step verification? Or who to contact to get back into account? Account was temporary blocked because over protection.

    If a hacker wants my account, they can have it. But I do not want to lose my account because it MS decided to block it and now I can not get into it.

    Please provide a support phone number or email to contact to get help.

  2. Anonymous

    How do I sign in to my email!? this is really frustrating i don't want your security codes, there is nothing to hide on my account. I have tried everything to get signed in and nothing works. Please help me get into my email it is very important this week!

  3. Anonymous

    Tanner, I have the same problem. MS was a security code to let me get into my account. I already gave them my password. What else will the security code due?

    Please provide a support phone number or email to contact to get help. I would like to get my account back if possible.

  4. Anonymous

    This is very frustrating because you are messing with my info and you print that is my responsibility. I need access to my account. Due to my other  old account that is no longer active I can not get into my account . I will attempt one more time and then I plan to go with another provider for email. Your security is actually going against the people it is supposed to protect.

  5. Anonymous

    I have had the same problems as the two people above.  Why??  I went through "heck" having to reset my password again this month.  And now I can't get my email on my phone.  It keeps saying the password is incorrect even though I just changed it to that password last evening.  Why has this been so difficult lately?  I would hate to switch from MSN as I have had it for about 15 years, but I will if MSN keeps up this silly security business.

  6. Anonymous

    I had my computer redone by the Geek Squad and it was returned to original condition and I was to contact Microsoft to reestablish by internet connection.  I cannot get it to accept what I think they are asking for.  I am an elder person and this is very difficult for me.  Can you help/?

  7. Anonymous

    I need help getting back on the internet after having my computer completely redone.  Nothing seems to work.

  8. Anonymous

    I am having the same problem as above. The other email I need to verify with is an old employer so I no longer have access but they will not let me change or use a siblings email to verify. Then the phone number associated is just a regular house phone does not have texting SO NOW I AM LOCKED OUT and cant even get someone to answer the chat. I have had this email for probably 20 years and never had a problem but now I am going to have to stop using it and lose all my emails for this week as I cant contact them or get a code.  Really a piece of crap to do this to loyal users.

  9. Anonymous

    I can not get on my account.  I can not get the code because you all have my phone number wrong. Now what?

  10. Anonymous

    I've got the same problem.  The phone number connected to my account is no longer mine and it won't let me change it, and I apparently can't retrieve my security code WITHOUT that phone number to send it to.  This is ridiculous.

  11. Anonymous

    My wife and I both have outlook e-mail accounts (converted by Microsoft from Hotmail) and we have been trying to comply with the new verification process. I was sent a five digit security code via my wife's account and when I entered it was locked out because the code should have had seven digits. Conversely, my wife was sent a seven digit code via my account and was locked out with a message saying the code should have only five digits. We cannot find either a telephone or e-mail contact point. Neither of us knows much about computers – clearly Microsoft knows even less about customer service.We are now trying to open new accounts with other providers.  

  12. Anonymous

    My Hotmail account has been 'protected' by Microsoft and they have demanded a code. I received a code in my other email account but it is 6 digits and they want 5 digits. So nothing works. Why is my account blocked and why am I sent a code that is impossible to use?

  13. Anonymous

    Absolutely no help, at all.  Stinks when they think they can do this to the general population….Never an issue in more than 8 years as well.  Is anyone at home?? This appears to be PURE SCAM, SPAM, ETC, ETC.  I am blocked as well and life depends on these contacts, you know.  THEY have us huh!!!

  14. Anonymous

    I can't get into my emails because it wants a security code. The only option they offer is to have it sent to an alternate email address. I used to use my roommate as an alternate, but we are no longer in contact, how do i get past this. I don't care about changing my secuity info. Is there a number to call to speak with a real person?

  15. Anonymous

    How do I sign into my e-mail account? I don not need or want a security code-please allow me to get my e-mail.

  16. Anonymous

    You don´t accept my code. Every code I choose is not accept for you.

  17. Anonymous

    i cannot access my hotmasil acct Ive had forever. Icant down laod important data i need -Please FIX this 'security stuff'. ive tried to but keeps on saying microsoft time out !!!!!!!!!!!!!!! reconnect!

  18. Anonymous

    This thing is so  frustrating.  This is the second time my acct is locked.  I am using a sim card in the UK so that I can have access to my acct!  Why is there no one who can open my acct without having to wait 24 hours???  I am switching gmail after my trip.

  19. Anonymous

    I am frustrated  like everyone else.  Please! really I don't want the code.  please release my e-mail.  please

  20. Anonymous

    u guys got codes!, how did u get them? i havent had one code sent. i used my parents email to try and get the code but still no code. this is stupid and microsoft has now proberbly lost all of its members

  21. Anonymous

    I am having the same problem as the previous people. I cannot access my Hotmail. account and it is VERY FRUSTRATING.PLEASE FIX THIS!!!!!!

  22. Anonymous

    I'm having the same problems as everyone else. Can't get into my e-mails because the area code is wrong. The phone number is right.

  23. Anonymous

    I don"t want a security code——-this isn"t my present email address n top of iit all——-leave my computer alone—I will make DECISIONS WHEN AND IF I NEED OR WANT CHANGES—–

  24. Anonymous

    Still running Windows XP………now getting message when trying to boot up……

    "Problem with website security certificate"……..HELP !!

  25. Anonymous

    I do not securitycode please allow me to get

  26. Anonymous

    how do i sign into my accont? i don not need or want a security code-please allow me to get my -mail

  27. Anonymous

    Microsoft Outlook mail needs to get in touch with the mobile world.  My phone checks into my Outlook.com email account regularly through the day using a POP3 connection.  As soon as I walk out of the house with the phone, Microsoft locks my account.  How am I to get mail on my phone when I travel, which is frequently?  Pretty sad after having a MSN email account since around 1990.  Microsoft, you need to get with the program.

  28. Anonymous

    same as every one else  a .diifferent phone number which you wouldnt let me change so couldnt get into my account. made me open a new account which i didnt want ,then gave me 30 days without a code for my old account but still asking me questions every day before it lets me into it.  says it will send me a new account after the 30 days but this will still not work as it wont let me change to my new phone number so it will be back to being locked out again.. have tried emailing different places to change details but no one answers. tried 3 hours one nigh trying t to get it sorted,  to no avail .whos great idea is all this no one wants it. we were quite happy as we were. i am expecting important documents any time now and dont know how i will receive them, am starting to worry along with a lot of other people. can someone please give us all a real email address where someone will answer our questions.

  29. Anonymous

    i sent comments relating to all the above  ages ago. it says may take a few minutes. should my message have come up on this page if not , can anyone tell me how to find it  after i go off line thanks

  30. Anonymous

    I cannot access my account because of the 2 step verification.

    How to turn off 2 step verification?  Who to contact to get back into account?

    I am now beyond frustrated!

  31. Anonymous

    Type in the user name you created when you signed up for email.

    Then type in your password twice. make sure you are confirming your info and that it is correct.

    If you still cannot open your mail there are several options available to resetting your mail.

    If you have to use a code generated and sent to a phone that you previously submitted then simply type your number in the phone verification and submit. most of the time you will get the code in less than 5 minutes.

  32. Anonymous

    There is a problem with this website security certificate ,it has expired or is not valid

  33. Anonymous

    This is pathetic I am having the same issue as above Now I have lost all my emails and can not contact my job offers restore my account as before

  34. Anonymous

    Cannot access my account. Please help!

  35. Anonymous

    I too am having the same problem, seems to me with all these complaints you people at Microsoft would have figured it out by now.  What do you do exactly besides nothing!!!!

  36. Anonymous

    This is optional, if you don't want two-step just turn it off or don't turn it on. Read carefully before using it so you understand it first and don't lock yourself out. I used this for a few month and it was great for security. Turned it back off for simplicity but with all the passwords being stolen recently may turn it on again.

    Well done Microsoft – great feature and I had no issues with it. Only comment is I agree with people who lock themselves out – they need an easy way to contact MS support and get this fixed.

  37. Anonymous

    The frustration of all of the above responders is shared by so many of us.  Suddenly, we are blocked from accessing our own accounts and the security procedures are complicated, confusing, and most of the time counter productive.  Codes that don't match what is being asked for,,,,one time codes, recovery codes and changing the code daily.  Absolutely ridiculous and responses impossible to get.  No wonder folks are going the Apple route for connectivity, safety, and ease of use.

  38. Anonymous

    So much trouble!  Isn't a simpler approach possible?

  39. Anonymous

    I too am getting 5-digit codes on both accounts but when I try to use the code the response  says it should be SEVEN digits. Alternative approach is suggested, but I end up going round in circles.

    I don't know what 2-step verification is, never asked for it, but just because I slipped up with entering a password  recently I am in this frustrating position.

  40. Anonymous

    MS offers to send the code to an email address I don't have. Can't get in to change it so round & round in circles we go!!

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