Lost my main device, and now cannot sign in to my outlook cuz it is asking authenticator app verification which was on my lost phone

Azizbek Maxsumov 20 Reputation points
2026-01-24T20:18:02.6566667+00:00

Lost my originak device, and with a new one I cannot sign back in due to the authetificator verification on my phone which was lost.

Can any ody help me out please? It was my student account, and very necessary

Microsoft 365 and Office | Subscription, account, billing | For business | Android
Answer accepted by question author
Alexis-NG 18,080 Reputation points Microsoft External Staff Moderator
2026-01-24T20:21:48.39+00:00

Hi @Azizbek Maxsumov,

Welcome to Microsoft Q&A Forum.

Thank you for posting and I'm sorry to hear you're having trouble logging into your Microsoft account.  

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices or reinstalling the Microsoft Authenticator app. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes.

 

Since you are using a work or school email address, the MFA settings are managed by your school's IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this.  

 

Please contact your university's/ company's IT Help Desk or support team and explain the situation. You can say: "I am stuck in a login loop between Outlook and the Microsoft Authenticator app. I cannot get the code to sign in."  

Specifically ask them to “Reset my MFA settings or allow me to re-register for MFA". This is a standard request, and your school's IT team should be able to assist you with it.  You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication. 

Once your school's in has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.  

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.     

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly. 

Thank you for your kindness and contributions to the forum.

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.  

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  1. AI answer

    2026-01-24T20:18:12.2166667+00:00

    If you have lost your device that had the Microsoft Authenticator app, you will need to regain access to your account through alternative recovery methods. Here are some steps you can follow:

    1. Use the Recovery Form: Go to the official recovery form at account.live.com/acsr. Select "I forgot my password" and follow the prompts. You will need to provide your email address and may need access to other recovery methods.
    2. Access Recovery Options: If you have two-step verification enabled, ensure you have access to at least one of your security methods (like a backup email or phone number). If you can't access any of these, select "I don’t have any of these" during the recovery process and fill out the form with as much information as possible about your account.
    3. Contact Microsoft Support: If the recovery options do not work, you can contact Microsoft Support for further assistance. You can find the support page at support.microsoft.com/contactus. Choose "Microsoft account & billing" and then "Password reset or account recovery".
    4. Consider Temporary Solutions: If you are unable to reach support or recover your account, consider creating a temporary account or using a different method to access your educational resources until you can regain access to your primary account.

    Remember, two-step verification cannot be turned off unless you are signed in, so it is crucial to follow the recovery steps carefully.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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