Authenticator locked and cannot access at all after replacing phone

For a personal Microsoft account where Microsoft Authenticator is no longer accessible after changing phones, and there is no work/school admin to reset MFA, only the supported recovery paths can be used.

Follow these steps in order:

1. Try alternative sign-in methods

• On the Microsoft sign-in page, enter the email and password.
• When prompted for verification, look for options such as Use a different verification option or I don't have any of these.
• If available, choose another method (SMS code to phone, email code to recovery email, or other configured method) to complete sign-in.

2. Check for blocked or delayed verification codes If SMS/email codes are not arriving:

• Avoid repeated requests; excessive or repetitive requests can cause a temporary block where codes are not sent.
• Confirm the phone does not block texts from unknown numbers; if it does, change that setting and then choose I don't have a code to resend.
• Check the junk/spam folder for verification emails from @accountprotection.microsoft.com.
• Ensure the phone number and email shown (masked) match the correct info; if sign-in is possible even once, go to the Security info page and verify/update methods.

Details on this behavior and troubleshooting are described in the guidance for not receiving verification codes, including temporary blocking due to unusual activity, SMS limitations by region, and issues like full SMS inbox or malfunctioning messaging apps.

3. Wait out temporary security blocks If there have been many failed or repeated attempts, Microsoft may temporarily block sending verification codes due to unusual or risky activity. In that case:

• Stop trying repeatedly for a period of time and try again later.
• When trying again, use a single, known-good method (phone or email) and avoid multiple rapid requests.

4. Use account recovery only if offered for the personal account For personal Microsoft accounts with two-step verification enabled, standard account recovery options are limited because recovery cannot bypass 2FA. If the sign-in flow offers I don't have any of these or similar, follow that path and provide as much accurate information as possible.
5. If still locked out If none of the above options appear or work, and no alternative verification method (phone, email, security key) is available or accessible, self-service recovery for a personal account with 2FA is effectively blocked to protect the account. In that case, continue to retry later in case temporary blocks clear and an alternative method becomes available in the sign-in flow.

Once access is regained, immediately:

• Add multiple security methods (phone, alternate email, possibly security key) so that loss of the Authenticator app does not lock out the account again.
• Consider going passwordless with methods like Microsoft Authenticator or security keys, while still keeping backup methods configured.

References:

• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot problems with Microsoft Authenticator
• Frequently asked questions about Microsoft Entra multifactor authentication