I cannot use my phone on Windows (recovery with support)

If you cannot use your phone and have no offline code, IT support can let you in with a challenge and a response. It works even without a network connection.

How do I ask for recovery?

1. Type your Windows password.
2. In the panel, choose «Can't use your phone?». «Recovery with support» opens with the note «Use this only if you cannot use your phone.»
3. The panel shows the support contact («Contact support: …») or «Contact your organization's IT support.», the computer's name and a 10-digit challenge code.
4. Call support. The technician first checks who you are.
5. Read the challenge code to the technician («Read this challenge code to the technician:»).
6. The technician reads you a 10-digit response. Type it in «Type the response code the technician reads to you:» and choose «Confirm».

Safety rules

• The challenge works once and expires at the time the panel shows.
• The panel reminds you: «Support never asks for your password or your phone's codes.» If anyone asks for them, hang up and tell security.
• Every response is recorded in the audit and the computer then gets a new recovery key, so the same response never works again.

The response is not accepted

«The code is not correct. Try again.» appears. Check the digits with the technician. If the challenge expired, start again to get a new one.

What next?

When you have your phone back, or a new one, link it to your account. If you lost your phone, see I lost my phone or it was stolen.