Phone change - Authenticator issue

Question

Hello All,

I recently changed my phone and the authenticator did not transfer my credentials. I have enabled 2 factor authentication from my account. Here is my issue: When i login it asks me for authenticator verification, which i cant now.

I used the alternate method by getting a passcode to my email address. Then for 2 factor, it asks me for code on my phone. That service is not working for the past 2 days.

I tried to get into security settings for my recovery code. But that asking for 2 factor again.

Its an circular error. Am stuck.

Any possible solution.

Thanks

Munesh

Answer 1

If you've changed your phone and are unable to access the Microsoft Authenticator app, you can follow these steps to regain access to your account:

1. Use an Alternate Method: Since you mentioned that you received a passcode via email, continue using that method to log in. If you can access your account this way, you can then reset your Multi-Factor Authentication (MFA) settings.
2. Reset MFA Settings: If you have access to another admin account, ask them to reset your MFA settings. They can do this by signing into the cloud service portal as an admin and following these steps:
   • Go to the user management section for Multi-Factor Authentication.
   • Select your account and choose to manage user settings.
   • Check the option to require you to provide contact methods again and save the changes.
3. Contact Support: If you are still unable to access your account, consider reaching out to Microsoft support for further assistance. They can help you troubleshoot the issue and guide you through the recovery process.
4. Check for Blocked Numbers: Ensure that there are no blocked numbers on your device that could prevent receiving verification calls or texts.
5. Verify Phone Number: Make sure that the phone number associated with your account is correct and that you have access to it.

By following these steps, you should be able to resolve the circular error and regain access to your account.

Answer 2

Under alternate login, its asking me for 2 factor authentication. One is my email (working) the other is phone (Microsoft service is not working here)

How can i contact support. And talk to someone to resolve my issue.

Thanks,

Answer 3

Hi Munesh,

Thanks for reaching out. I understand how frustrating this situation can be, and you’re not alone, this usually happens because Microsoft Authenticator keeps credentials on the device for security, and without cloud backup, they don’t transfer automatically.

First, if you had cloud backup turned on in your old Authenticator app, install the app on your new phone and choose Begin Recovery using the same Microsoft account. This will restore your saved credentials.

Second, if backup wasn’t enabled, try using alternate verification methods during sign-in. Click “I can’t use my app right now” and select other options like email or SMS. If those aren’t working, choose “I don’t have any of these” to start Microsoft’s account recovery process. Please note this may involve a waiting period for security reasons.

Third, if this is a work or school account, your IT admin can reset your MFA settings in the Microsoft 365 or Azure portal. This will allow you to re-register your new device without the old authenticator.

Last, if you’re completely locked out of a personal account, use the Microsoft Account Recovery form at https://account.live.com/acsr and provide as much detail as possible. Once access is restored, I recommend enabling cloud backup and saving recovery codes to avoid this in the future.

I hope you find this information helpful. Please let me know if you have any further questions If the answer is helpful, please click "Accept Answer".

Regards,
Carlo