Locked Out of Outlook — Lost Authenticator App and No Backup Options

Question

Hi, I need help urgently.

I still know the password to my Microsoft Outlook email account, but I’m completely locked out because I had two-step verification enabled and only used the Microsoft Authenticator app on my old iPhone — which is now broken and unusable.

I have a new phone, but I can’t access the Authenticator app anymore. When I try to log in, Microsoft only gives me two options:

• Approve the sign-in request in the Authenticator app
• Or enter a code from the app

There’s no option to use SMS, backup email, or recovery codes (I don’t have them). I also tried using my iPad, where the Authenticator app is still signed in, but it doesn’t show me a code — and I don’t get any approval prompts when trying to log in.

I’ve already tried:

• The recovery form (denied)
• The support contact form
• Calling Microsoft (machine won’t connect me to a real agent)
• The support website, Twitter support, etc.

What can I do to regain access to my account or reset two-factor authentication?

Please help — this is really important. Hi, I need help urgently.

I still know the password to my Microsoft Outlook email account, but I’m completely locked out because I had two-step verification enabled and only used the Microsoft Authenticator app on my old iPhone — which is now broken and unusable.

I have a new phone, but I can’t access the Authenticator app anymore. When I try to log in, Microsoft only gives me two options:

• Approve the sign-in request in the Authenticator app
• Or enter a code from the app

There’s no option to use SMS, backup email, or recovery codes (I don’t have them). I also tried using my iPad, where the Authenticator app is still signed in, but it doesn’t show me a code — and I don’t get any approval prompts when trying to log in.

I’ve already tried:

• The recovery form (denied)
• The support contact form
• Calling Microsoft (machine won’t connect me to a real agent)
• The support website, Twitter support, etc.

What can I do to regain access to my account or reset two-factor authentication?

Please help — this is really important.

Answer 1

Hello @Jonathan Murillo

Welcome to our forum!

You mentioned the Authenticator app is still signed in on your iPad. Try these steps:

Manually Retrieve Codes: Open the Microsoft Authenticator app, locate your Outlook account entry, and check if a 6-digit code is displayed (even without prompts). If so, use it immediately during login 1.

Check Sync/Network: Ensure the iPad has an internet connection and refresh the app. If the account is listed but no code appears, it may have been unlinked due to device changes.

Since your issue is more related to Microsoft Authenticator, please kindly understand that the Outlook tag here we mainly focus on general issues about Outlook desktop client. In order to better solve your problem, it's suggested that you could post your case in dedicated forum for Microsoft Authenticator for more professional advice.

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Answer 2

If you’ve lost access to your Authenticator app and have no backup codes or alternate verification methods, there are still a few paths to regain entry to your Microsoft account. First, check whether you previously enabled cloud backup in the Authenticator app, which can restore your credentials to a new device. Try reinstalling the app, tap Restore from backup, and sign in with the same recovery account to retrieve your codes. If you ever generated or saved a 25-digit recovery code, redeem it at the Recover your account page ( https://account.live.com/password/reset ) to bypass the Authenticator prompt

If this doesn’t work then check Microsoft’s account-recovery tools by providing as much information as possible. Even though two-step verification can block the form, you may still be able to verify via alternate email or phone if they were ever set up. If you’re using a work or school account, your IT administrator can disable or reset your two-step verification settings. But as for personal accounts, you’ll need to engage Microsoft support directly and supply identity proof. While this process is cumbersome, it’s the only way to reset two-step verification without your original device or recovery codes.