
Thank you for contacting Microsoft Support. We understand how important access to your account and the Microsoft Authenticator app is, especially when it impacts your ability to log in to other services.
Based on the details you shared, 2FA is currently blocking access, you’re not receiving verification codes via email, and you no longer have the recovery phone. However, you still have access to your email inbox and your list of 10 emergency recovery codes, which is key.
To regain access, please try the following steps:
- Sign in using an emergency recovery code
- Go to https://account.microsoft.com
- Enter your Hotmail email address and your password.
- When prompted for a verification code, look for alternative sign-in options such as: “I don’t have my authenticator app”, “Use a different way to sign in” or “Show more options”
- From the list, select "Use a recovery code" or "Use an emergency code" and enter one of your 10 emergency codes when prompted (each code can only be used once)
If successful, you'll gain access to your Microsoft account's main page and your security settings.
- Set up your Authenticator app again
Once you've logged in using the emergency code, you can fix the Authenticator app:
- Remove Old App Entry: From your Security dashboard, find the "Advanced security options" or "Two-step verification" section. Remove or disable your old Authenticator app entry.
- Add New App: Select "Add a new way to verify" or "Set up Authenticator app." Follow the on-screen steps to link your freshly downloaded Authenticator app by scanning the QR code.
- Update Recovery Info: While you're there, update any old phone numbers/emails and generate new emergency codes for future safety.
- If you can't log in even with an Emergency Code
If, for any reason, you are not given the option to enter an emergency code during login, or if the process fails:
- Use the Account Recovery form: Visit https://account.live.com/acsr. Fill it out accurately to verify your identity.
- Contact Microsoft Support: If recovery fails, go to https://support.microsoft.com/contactus. Sign in with a different Microsoft account (if you have one) and describe your issue (e.g., "Authenticator app lost, can't verify login"). Request chat or callback assistance.
We appreciate your patience and hope you're able to recover access promptly. Let us know if you need further assistance.
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