This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(268.8, 61%, 36%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EB%3C/text%3E%3C/svg%3E)
I recently upgraded to a new phone. The Authenticator App transferred over when I moved everything to my new phone. However, none of the stuff will work now. If I try to log in to the account I need, it wants me to approve it through the app - which I can't use. Before I can even click on "I can't use my Microsoft Authenticator app right now," and it takes me to the screen that says, "We didn't hear from you." At the bottom is "If you can't use the app right now get a code a different way." I click on that, and it then gives me two options, Approve through the Authenticator App (hello! I just said I can't use the app!!!) or "Use a verification code." I click on the "Use a verification code," and it takes me to a new screen that says, "Enter the code displayed in the Microsoft Authenticator app on your mobile device" UUGGH - I just clicked on everything saying I couldn't use the Authenticator App and it only gives me that option. How can I fix this? I have been unable to find anything about this in the self-help and Q& A. Please help!!
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(144, 78%, 23%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EHL%3C/text%3E%3C/svg%3E)
i am having this exact issue and I have raised a ticket with MS on the 14th sep and I am still waiting on an engineer to call me back. they have no escalation process or any other info other than keep waiting for someone to call you. I am being failed by MS. it is a business account I am locked out of and I have no other way of running my business. I feel like hitting my head off a wall. no one will help.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(227.2, 28.000000000000004%, 32%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ESO%3C/text%3E%3C/svg%3E)
Having same problem over here!! hopefully we can get an answer and our accounts back!