Reset Microsoft Authenticator

Question

Trying to set up a new phone with authenticator as other phone cannot charge anymore. Therefore, need to be able to login onto my business email via the new phone's authenticator. but it kept sending two-digit number to other phone authenticator that isn't working and new phones authenticator still gives nothing either. no recovery options like a phone number or other email to access my business email. Is there a way to resolve this or a contact number to a real support person who can reset my authenticator for me and set me up on it

Answer 1

Hello @Liam,

Welcome to Microsoft Q&A Forum!   

To better understand your situation and guide you correctly, could you please confirm whether you are an end user or a global administrator of your Microsoft 365 tenant?   

The next steps will depend on your role:   

1. If you are an end user   

The fastest and most effective solution is to contact your company’s IT administrator. They have the necessary tools in the Microsoft Entra/Azure admin center to reset your Multi‑Factor Authentication (MFA) settings, remove the old device from your account, and allow you to set up Authenticator on your phone immediately.  

You may share this official Microsoft article with them for detailed guidance: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…     

2. If you are an administrator and there is another Global Admin in your tenant 

Please check whether there is another admin in your tenant. If so, they can reset your MFA configuration by:   

• Signing in to the Microsoft Entra Admin Center   
• Navigating to Users > Your Account > Authentication methods   
• Selecting Require re‑register MFA   

You will then be prompted to set up MFA again at your next login.   

3. If you are the only administrator   

In this case, you will need to contact Microsoft’s Data Protection team, who are authorized to verify your identity and reset MFA settings. Please call Microsoft Support using the appropriate regional hotline listed here: Customer service phone numbers - Microsoft Support   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:  

(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.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

During the call, please provide the subscription details you have, such as your company name, billing information, phone number, and alternate email address. This information will allow our privacy team to help reset your multi-factor authentication. Once the reset is complete, you can add your account back to the authenticator app and log in again. 

 

Could you please confirm which of the three cases applies to you? Once I have this information, I can guide you further and ensure you get the correct next steps.  

Thank you, and I look forward to your reply.   

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Answer 2

To use Microsoft Authenticator on the new phone when the old phone is unavailable and there are no backup methods configured, the MFA methods must be reset by an administrator or Microsoft support.

Use the appropriate path based on the type of account:

1. If this is a work or school (Microsoft Entra / Microsoft 365 business) account and there is an IT/admin team:
   1. Contact the organization’s Microsoft 365/Entra administrator.
   2. Ask them to reset MFA for the account by requiring re-registration of multifactor authentication in the Microsoft Entra admin center (Users → the user → Authentication methods → “Require re-register multifactor authentication”).
   3. After the reset, sign in again; the sign-in flow will prompt to set up Microsoft Authenticator on the new phone.
2. If this is a work or school account and there is no alternative MFA method and no admin available (or the user is the only global admin):
   1. A Microsoft support engineer (Data Protection team) must verify identity and reset the MFA methods.
   2. Call Microsoft using the regional number listed under Customer service phone numbers and clearly state:
      • This is an Office 365/Microsoft 365 for business account.
      • It is a company account (not personal).
      • The caller is the only administrator and is locked out due to Microsoft Authenticator on a lost/broken phone.
      • A Data Protection team case is needed to reset MFA for the tenant admin account.
   3. If reaching a live agent is difficult, create a temporary trial Microsoft 365 tenant, sign in to its admin center, and open a support ticket from there requesting Data Protection help for the original tenant (include tenant domain, admin UPN, and error details). This temporary tenant is only for contacting support and does not give access to the original data.
3. If this is a regular user (non-admin) in a business tenant with no backup methods:
   1. Contact the organization’s help desk or IT support.
   2. Ask them to clear or reset MFA settings for the account so that registration can be done again on the new phone.
4. For future prevention once access is restored:
   1. Add at least one backup MFA method (phone call, SMS, or another app) on the Security info / Additional security verification page so that a single lost phone does not cause lockout.
   2. Consider enabling password reset methods (email, phone, security questions if allowed) so that account recovery is easier.

If repeated sign-in attempts have already been made and sign-in is now blocked, wait before trying again or use a different MFA method if one exists. If malicious activity is suspected, the IT administrator should review Microsoft Entra sign-in logs.

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References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Set up a phone call as your verification method
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A