I cannot log in because my Microsoft Authenticator app is not receiving codes after switching to a new iPhone

Question

I cannot log in because my Microsoft Authenticator app is not receiving codes after switching to a new iPhone

Volker Krümpel 20

Dear Q&A Team,

I cannot log in on sharepoints because my Microsoft Authenticator app is not receiving codes after switching to a new iPhone. I checked all help options, but always end up in a circle, because the authentication process asks for a code that I never received.

Thank you for your quick assistance.

0 comments

Answer accepted by question author

Julie Huynh 2,815 Independent Advisor

Dear @Volker Krümpel,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that you’re unable to sign in to SharePoint because Microsoft Authenticator is not receiving authentication requests or codes after you switched to a new iPhone. You need assistance restoring or resetting your MFA access so you can sign in again.

Regarding this situation, it occurred because the Authenticator app wasn’t backed up or transferred to the new phone before the old device became unavailable.

Currently, there are several ways to deal with this.

The simplest being if you're an end-user, please reach out to your IT administrator for assistance. If you’re unable to sign in due to a phone change, a new phone number, or issues receiving your authentication code, your IT administrator can help by updating your authentication methods or revoking and re-registering your authentication.

Please note that this is a community forum where users help one another. I do not have control over user accounts, including login issues, password resets, or access changes.

For detailed guidance, ask your IT administrator to review the step-by-step instructions provided in the referenced article: Manage user authentication methods for Microsoft Entra multifactor authentication

Here's how to find your IT Admin: How do I find my Microsoft 365 admin? (please also kindly reach out to your colleagues, managers, etc. to see if they have the IT department contact)

Here where thing could get a bit complicated:

If you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset.

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts.

Please let me know if you're the only admin of your organization so that I could provide you with suitable steps accordingly.

Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

If the answer is helpful, please click "Yes". 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.

Volker Krümpel 20 Reputation points

2026-07-27T11:41:02.7166667+00:00

I'm the only admin of your organization so that it would be highly appreciated if you could provide me with suitable steps accordingly to connect me to the Microsoft Data Protection Team
Julie Huynh 2,815 Reputation points Independent Advisor

2026-07-27T12:11:04.8766667+00:00
Dear Volker Krümpel,

Thank you for your additional information. It is really helpful.

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts.

Please note that I have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.

Please try to find the related hotline number to call the frontline let them raise a ticket for you: Technical or Sales support phone numbers (for Work account, scroll down to find your region's number)

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

Answer: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

A: I need one.... Service request?

B: Yes

(Important Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "You can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

As an alternative, you can create a new tenant account and submit your request from there.

To set up a new tenant, please follow these steps:

Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.

Follow the guided setup process to create a new account for a new tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In the ticket's description, you could refer to this message "Hello,

I am currently locked out of my Microsoft 365 tenant because multi-factor authentication is enforced, and I am unable to complete the verification process. I am the only global administrator for this tenant, which means I cannot access my account or the Microsoft 365 Admin Center.

To resolve this, I have created a new tenant and would like to be connected with the Data Protection Team to verify my identity and assist with regaining access. I am available to provide any required documentation or verification to support the recovery process."

Ticket Support: Log in the Microsoft 365 Admin Center using the newly created trial admin account (not the currently locked one) > Support > Help & Support. You can raise support ticket at: https://admin.microsoft.com/#/support/requests

After clicking on "Help & Support" button, you can type "I need agent support via phone or email". After that, you can click on "Contact support"

Choose contact method: "Phone"

Fill all the information in this contact support details, please describe your situation carefully so they will have enough information to help you.

Finally, click on "Contact me"

After completing them, you will receive an email appointment for a meeting to review this issue professionally together.

For more details, you could refer to this article: Get support for Microsoft 365 for business

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

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

2 additional answers

Your answer

Volker Krümpel 20 Reputation points

2026-07-27T11:41:02.7166667+00:00

I'm the only admin of your organization so that it would be highly appreciated if you could provide me with suitable steps accordingly to connect me to the Microsoft Data Protection Team

Answer 1

After switching to a new iPhone, the most common cause is that the approval request or code is still tied to the old phone, or the new Authenticator entry has not been fully re-established yet.

Try this in order:

Check the old phone if it is still available Push notifications may still be going to the previous device where Microsoft Authenticator was last used. Open Authenticator on the old phone and see whether the sign-in approval appears there.
Use another sign-in method if one is offered During sign-in, choose a different verification method such as SMS, or select the option that indicates the Authenticator app cannot be used right now.
If this is a work or school account, contact the organization Help desk or IT admin For lost access to the registered Authenticator device, the documented path is to sign in using a different method or ask the organization’s Help desk to clear the verification settings. After the settings are cleared, the next sign-in prompts re-registration for two-factor verification.
If Authenticator shows “Authentication did not complete,” check the app and phone state
- Make sure the Authenticator app is unlocked.
- Make sure notifications are enabled and not silent.
- Check whether a code arrived silently by text message.
- Update to the latest version of Microsoft Authenticator.
- Confirm the iPhone has internet access; switching between Wi‑Fi and mobile data can help.
- Verify the phone date and time are correct.
If the account was restored to the new phone and shows “Sign in to add your account” That is expected for work or school accounts after restore. Open the account entry in Authenticator and sign in again.
If completely locked out If no alternate method works and this is the only registered verification method, the next step for a work or school account is admin assistance to reset or clear MFA settings.

Answer 2

Thank you for your guidance. However, all these options seem not to work in my case:

The old iPhone I handed over to Apple when I bought the new one. It is not available anymore.
All other sign in methods offered end up and refer to the authenticator app in the end (to confirm a code shown on the app which does not appear)
There is no help desk or admin besides me
It does not show "Authentication did not complete"
It does not show “Sign in to add your account”
So it looks like there is no alternate method that works and using the Authenticator app is the only registered verification method.

How can I now get to a Microsoft Assistant?