Can not access my authentiactor app on new phone

Keenan 20 Reputation points
2026-05-12T21:06:34.2066667+00:00

I have got a new iPhone and deleted the old phone. So now I don't have access to the authenticator app and I can't login to my work account.

The only prompts that I am getting is to enter codes from my authenticator app which I can't access when trying to login.

Moved from Microsoft Security | Microsoft Authenticator

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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Answer accepted by question author
Darren-Ng 12,765 Reputation points Microsoft External Staff Moderator
2026-05-13T00:03:04.3133333+00:00

Dear @Keenan,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, you are unable to sign in to your work account because your old phone was deleted, and you no longer have access to the Authenticator app, so you cannot receive the required verification codes.

Since your email is a business account, your company IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device.  As a forum moderator, I do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn  

In case you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact Microsoft Support team via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

IVR: What kind of problem are you worried about?

You: Admin account locked

IVR: What kind of product do you use?

You: Office 365 for business

IVR: Does it count for education or business?

You: For Business

IVR: Are you an admin?

You: Yes

IVR: Do you have another administrator in your organization?

You: No

IVR: Need a service request?

You: Yes

This should help you connect with a live support agent who can help you directly.

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

  1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
  2. Select any plan and click Try for free.    
  3. Complete the setup to create a new tenant.    
  4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.    

I hope information above meet your expectation, feel free to reach out if you have any other questions.

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  1. AI answer

    2026-05-12T21:06:59.88+00:00

    Since the old phone (and its Authenticator app) is no longer available, the current Authenticator-based MFA method must be reset or replaced by an administrator or support.

    Use the following options depending on the type of account:

    1. If this is a work/school (Microsoft 365/Entra ID) account and there is an admin
      • Contact the organization’s Microsoft 365/Entra administrator and ask them to reset the multifactor authentication settings.
      • The admin can reset MFA so that at next sign-in, a new Microsoft Authenticator registration can be completed on the new iPhone.
      • After MFA is reset, sign in again, follow the prompts to set up Microsoft Authenticator on the new phone, and scan the QR code provided.
    2. If this is a work/school account and the user is the only admin
      • Follow the guidance to contact Microsoft’s Data Protection team via the global customer service phone numbers (see “Customer service phone numbers - Microsoft Support” in the referenced answers).
      • Clearly state that this is an Office 365 for business/company account, that this is the only administrator account, and that access to Microsoft Authenticator was lost when the phone was replaced.
      • Ask them to open a service request with the Data Protection team to reset the admin’s MFA so the account can be recovered.
      • As an alternative path (if direct support is hard to reach), create a temporary trial tenant as described in the referenced guidance, then use that tenant’s admin center to open a support ticket and request Data Protection assistance for the original tenant.
    3. If this is a personal Microsoft account
      • Use any available alternative verification method (such as SMS or email) if it is still configured and offered during sign-in.
      • If no alternative method works and only Authenticator is configured, follow the account recovery and support paths described in the Microsoft Authenticator FAQ and verification-code troubleshooting articles linked from that FAQ.

    Once access is restored and Authenticator is working on the new iPhone, remove any old devices from the account’s security settings so future MFA prompts go only to the current phone.

    References:

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

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