Getting Outlook to work on my new mobile iOS device (new carrier as well).

Robert F 20 Reputation points
2025-10-24T13:58:57.1766667+00:00

I have recently switched cellular provider and have a new iphone17, coming from iphone13. I can not seem to get my microsoft 365 account to load onto my phone. It keeps asking to get code from authenticator, but no code has come (I seem to be in authenticator as I am doing this). In another attempt it also asks for a QR code from desktop as a possibility and I cant seem to generate that. Thank you.

Outlook | Outlook for mobile | Outlook for iOS | For business
0 comments
Answer accepted by question author
Tamara-Hu 17,960 Reputation points Microsoft External Staff Moderator
2025-10-24T14:55:12.4366667+00:00

Hello @Robert F,  

Good day! Thank you for posting your valuable question on Microsoft Q&A forum.   

Before I can provide the most accurate solution, could you please confirm the following details: 

  • Are you signing in with a personal account (e.g., @hotmail.com, @outlook.com, @gmail.com) or a work/school account (e.g., @yourcompany.com, @yourschool.edu)? 
  • If you have a work/school account, are you an IT admin and are there other IT admins in your organization? 
  • Do you still have access to your old iPhone 13? If yes, does the Authenticator app on that device still show your account? 
  • Have you checked your iOS settings to ensure notifications for the Authenticator app are enabled? 
  • Do you have any alternative sign-in methods (such as SMS or email)? If so, please try signing in using those options. 
  • When you mentioned “it also asks for a QR code from desktop as a possibility and I can't seem to generate that,” do you mean you were trying to add your account to the Authenticator app on your iPhone 17 using the Microsoft My Sign-Ins page? 
    • You can try to add new device to your Authenticator app if you still have access to your account on other device: After entering the My Sign-Ins page > Select Add sign-in methods > Authenticator > Follow the prompt to complete your set up.

Providing this information will help us better understand the situation and recommend the most appropriate solution. 

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution**. **  

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. User's image

Was this answer helpful?

0 additional answers

Sort by: Most helpful
Most helpful Newest Oldest

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.