Unable to Access Authenticator App After Getting a New Phone

Question

I recently got a new phone and no longer have access to my previous authenticator app, which I used for two-factor authentication on my Emails. As a result, I am unable to log in because I cannot generate the required authentication code.

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I would appreciate any guidance on how to recover access to my account, whether by disabling two-factor authentication temporarily, resetting it, or using an alternative verification method. Please let me know the steps I need to take to verify my identity and regain access.

Answer 1

Sorry to hear that Naser, please follow this guide that i made for you;

Steps to Recover Access to Your Hotmail Account

1. Go to the Microsoft Account Recovery Page

Visit the Microsoft account recovery page: https://account.live.com/password/reset.

Enter your Hotmail email address and click Next.

2. Verify Your Identity

Microsoft will ask you to verify your identity using alternative methods, such as:

Recovery email address (if you added one to your account).

  **Phone number** (if you added one for SMS or call verification).
  
     **Security questions** (if you set them up previously).
     
     Follow the prompts to complete the verification process.
     

3. Temporarily Disable Two-Factor Authentication (2FA)

Once you regain access to your account, go to your Microsoft Security settings: https://account.microsoft.com/security.

Under Two-step verification, click Turn off to disable 2FA temporarily.

This will allow you to log in without needing a code from the authenticator app.

4. Set Up a New Authenticator App

After disabling 2FA, set up the Microsoft Authenticator app on your new phone:

Download and install the Microsoft Authenticator app from the App Store (iOS) or Google Play Store (Android).

  Open the app and sign in to your Microsoft account.
  
     Scan the QR code provided during the setup process.
     
        Re-enable 2FA in your **Microsoft Security settings**.
        

5. Save Your Recovery Codes

When re-enabling 2FA, Microsoft will provide you with recovery codes. Save these codes in a secure place (e.g., a password manager or printed copy) in case you lose access to your authenticator app again.

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If You Can’t Verify Your Identity

If you don’t have access to your recovery email, phone number, or security questions, you’ll need to contact Microsoft Support for help:

• Go to the Microsoft Support page: https://support.microsoft.com.
• Explain your situation and provide as much information as possible to prove ownership of the account (e.g., previous passwords, account creation date, etc.). Steps to Recover Access to Your Hotmail Account 1. Go to the Microsoft Account Recovery Page
  • Visit the Microsoft account recovery page: https://account.live.com/password/reset.
  • Enter your Hotmail email address and click Next.
  2. Verify Your Identity
  • Microsoft will ask you to verify your identity using alternative methods, such as:
    • Recovery email address (if you added one to your account).
    • Phone number (if you added one for SMS or call verification).
    • Security questions (if you set them up previously).
  • Follow the prompts to complete the verification process.
  3. Temporarily Disable Two-Factor Authentication (2FA)
  • Once you regain access to your account, go to your Microsoft Security settings: https://account.microsoft.com/security.
  • Under Two-step verification, click Turn off to disable 2FA temporarily.
  • This will allow you to log in without needing a code from the authenticator app.
  4. Set Up a New Authenticator App
  • After disabling 2FA, set up the Microsoft Authenticator app on your new phone:
    1. Download and install the Microsoft Authenticator app from the App Store (iOS) or Google Play Store (Android).
    2. Open the app and sign in to your Microsoft account.
    3. Scan the QR code provided during the setup process.
    4. Re-enable 2FA in your Microsoft Security settings.
  5. Save Your Recovery Codes
  • When re-enabling 2FA, Microsoft will provide you with recovery codes. Save these codes in a secure place (e.g., a password manager or printed copy) in case you lose access to your authenticator app again.
  If You Can’t Verify Your Identity If you don’t have access to your recovery email, phone number, or security questions, you’ll need to contact Microsoft Support for help:
  • Go to the Microsoft Support page: https://support.microsoft.com.
  • Explain your situation and provide as much information as possible to prove ownership of the account (e.g., previous passwords, account creation date, etc.).

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Answer 2

Hi @Naser Alajmi

Thank you for reaching out on Microsoft Q&A.

I understand that you are unable to access your Microsoft Authenticator app after getting a new phone, which is preventing you from signing in. I’m sorry to hear about this inconvenience, and I would be happy to guide you through the recovery process.

Steps to Regain Access:

1.Contact Your Global Administrator

If your organization has a Global Administrator, they can assist you by resetting your Multi-Factor Authentication (MFA) settings. This will remove all existing MFA methods (such as phone numbers, Microsoft Authenticator, and software OATH tokens). After the reset, you will be prompted to set up MFA again the next time you sign in.

More details can be found here: Manage-user-authentication-options

2.You Are the Only Global Administrator

If you are the only Global Admin and are completely locked out, you will need to contact Microsoft Support. You can find the support contact details based on your country here: Customer service phone numbers

Alternatively, you can create a support ticket from another account: Get Help with Microsoft 365 Admin.

While creating a ticket with Microsoft support team. Give them the tenant ID which is locked out in your description. Tell them that no admin account has access anymore and your partners also have no access anymore.

Once you create a ticket with support team you will have to work with our data protection team. You will have to first prove your identity against your tenant for security purpose. Post that this team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

Hope this helps. Do let us know if you any further queries.

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