Locked out of Authenticator

Question

Many months ago I successfully set up my authenticator on my phone. Since then, that phone has broken and is currently inoperable. I recently purchased a new phone. When trying to log into my authenticator on this new phone I press 'Add account' at which point I am told to log into the email address I want to add, however I cannot do this because it requests 2FA in order to log into the account.

Basically, I need to log into my email to set up my authenticator, but I need my authenticator to log into that email.

I am absolutely stunned that an oversight this large was not accounted for in the development of this app.

How could this issue be resolved?

Answer 1

Hi Chris,

Please take a look at the following documentation for restoring Authenticator on your new phone:

Back up and recover account credentials in the Authenticator app

https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

If you do not have a backup you can try the following:

Help with the Microsoft account recovery form

https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

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