I lost my phone with Microsoft Authenticator app on it. I am unable to log in. I have contactedcustomer support multiple times.

Question

I lost my phone with Microsoft Authenticator app on it. I am unable to log in. I have contactedcustomer support multiple times.

grv ar 40

Hi.
I lost my phone with Authenticator app on it which had the admin account of Microsoft Subscription. Now i am unable to log back in, i am unable to use my email or mobile number to log in. it only asks to be authenticated by the app after i enter my password. i have contacted Customer care multiple times but have no solution as of now, they tell me someone will call you in next 5-7 working days and then after one or two weeks i call back and get a new ticket raised.
My work has been halted, I have my files there which are very important and Support isn't helping. I request you all to share some solution to the same. I got to know from my research on the internet that some from tech team has to remove Two Factor Auth. from my account related to the Authenticator app.

JuniorM 5 Reputation points

2023-09-25T17:41:40.43+00:00

I am also having the same issues. I had to reset my Android device, which had the Microsoft Authenticator installed. When I reinstalled it, I did not have the cloud backup on the app-enabled, so it had no data to pull. I have to add the accounts back to it manually. However, I cannot add our Microsoft Business 365 account since it's the primary login. I have tried to call MS support using the provided number and some of their other service numbers. Still, I keep getting the phone bot, which keeps telling me before I can get assistance, I need to log into my account first, but I'm able to do that since it tries to send a code to my phone, which no longer has the account in the app. How do I reach a support agent if I'm unable to login?
Hitham Jleed 5 Reputation points

2024-03-15T03:24:51.24+00:00

I have the same issue now. How did you solve it?
Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
grv ar 10 Reputation points

2024-03-15T03:33:41.58+00:00

CUSTOMER SUPPORT WILL ONLY HELP! Will take sometime but only they can help you!
Themba Khanye 15 Reputation points

2024-05-10T20:54:47.4033333+00:00

if it's a work or student account, Log on to your Microsoft 365 account on a web browser of your PC (It shouldn’t request for authentication code)

Click to your profile and view account. Head to security info and click update info.

add sign in method choose Authenticator app (provided you have downloaded the app on your new phone), follow the simple prompts to scan QR and proceed until you see a signIn pop-up in parallel on your phone app it should show signed when concluded... for extra measure just add your phone number in case you lose your device again, that way all you'll need will be just a sim swap & the code will be sent via OTP.
Cường Trần Tuấn 0 Reputation points

2025-01-16T05:23:39.86+00:00

Me too, I tried many ways but it didn't work. Not being able to send email to request support from Microsoft, it's so frustrating....
Cường Trần Tuấn 0 Reputation points

2025-01-16T05:24:52.87+00:00

Me too, I tried many ways but it didn't work. Not being able to send email to request support from Microsoft, it's so frustrating....
I might lose an entire project in Microsoft E5, which would be terrible
Thanh Nguyen 0 Reputation points

2025-06-23T03:27:23.5266667+00:00

Personal account cased solved for me after 3-day headache. Too frustrated that I had to switch to another drive (GG1). And all of a sudden, I read this thread, tried again and succeeded.

You should have another PC/Laptop trusted device to do this. Use that device to login Microsoft Account (It should let you in without asking for the authentication code) >> "Security" >> "Manage how I sign in" >> Scroll down to "Additional Security" and turn off the "Two-step verification". Then you can log in anywhere else without being ask for the "thing" again. You can even reinstall the Authenticator in another phone too. It works for me that way. Good luck guys.

3 answers

Your answer

JuniorM 5 Reputation points

2023-09-25T17:41:40.43+00:00

I am also having the same issues. I had to reset my Android device, which had the Microsoft Authenticator installed. When I reinstalled it, I did not have the cloud backup on the app-enabled, so it had no data to pull. I have to add the accounts back to it manually. However, I cannot add our Microsoft Business 365 account since it's the primary login. I have tried to call MS support using the provided number and some of their other service numbers. Still, I keep getting the phone bot, which keeps telling me before I can get assistance, I need to log into my account first, but I'm able to do that since it tries to send a code to my phone, which no longer has the account in the app. How do I reach a support agent if I'm unable to login?
Hitham Jleed 5 Reputation points

2024-03-15T03:24:51.24+00:00

I have the same issue now. How did you solve it?
Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
grv ar 10 Reputation points

2024-03-15T03:33:41.58+00:00

CUSTOMER SUPPORT WILL ONLY HELP! Will take sometime but only they can help you!
Themba Khanye 15 Reputation points

2024-05-10T20:54:47.4033333+00:00

if it's a work or student account, Log on to your Microsoft 365 account on a web browser of your PC (It shouldn’t request for authentication code)

Click to your profile and view account. Head to security info and click update info.

add sign in method choose Authenticator app (provided you have downloaded the app on your new phone), follow the simple prompts to scan QR and proceed until you see a signIn pop-up in parallel on your phone app it should show signed when concluded... for extra measure just add your phone number in case you lose your device again, that way all you'll need will be just a sim swap & the code will be sent via OTP.
Cường Trần Tuấn 0 Reputation points

2025-01-16T05:23:39.86+00:00

Me too, I tried many ways but it didn't work. Not being able to send email to request support from Microsoft, it's so frustrating....
Cường Trần Tuấn 0 Reputation points

2025-01-16T05:24:52.87+00:00

Me too, I tried many ways but it didn't work. Not being able to send email to request support from Microsoft, it's so frustrating....
I might lose an entire project in Microsoft E5, which would be terrible
Thanh Nguyen 0 Reputation points

2025-06-23T03:27:23.5266667+00:00

Personal account cased solved for me after 3-day headache. Too frustrated that I had to switch to another drive (GG1). And all of a sudden, I read this thread, tried again and succeeded.

You should have another PC/Laptop trusted device to do this. Use that device to login Microsoft Account (It should let you in without asking for the authentication code) >> "Security" >> "Manage how I sign in" >> Scroll down to "Additional Security" and turn off the "Two-step verification". Then you can log in anywhere else without being ask for the "thing" again. You can even reinstall the Authenticator in another phone too. It works for me that way. Good luck guys.

Answer 1

Chris N' kara 10

If you have a already signed in admin login in your PC, safely create another admin user from active users section. That user will require a new authenticator setup. Login with the new user and reset locked users on active users -> multifactor authentication screen.

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Answer 2

Anonymous

You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.
https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

Without a backup to restore from you can reach out to the 365 Data Protection team to restore access. 866-807-5850

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--please don't forget to upvote and Accept as answer if the reply is helpful--

Anonymous

2023-06-10T12:49:10.7+00:00

Just checking if there's any progress or updates?

--please don't forget to upvote and Accept as answer if the reply is helpful--
grv ar 40 Reputation points

2023-06-10T22:44:09.35+00:00

Hi dave. Thanks for your reply. I am in without backup situation, though appreciate your gesture of providing a solution otherwise. I have tried calling the team on phone, as I am from India, on the indian number provided in the m365 support page. Is there any possibility you can get me a contact number for india for data protection team. I have contacted customer care multiple times, if data protection team has different number, it would be fine with me to contact them and get my process sorted sooner.

also, is there any email support for the same that you know of?
Emily OnyxBP 0 Reputation points

2023-08-15T16:22:30.2566667+00:00

This answer is probably for advanced users. I didn't understand anything what I can do to login again to my MS account...
:,(

Answer 3

Anonymous

You can find the global cust service numbers here.

https://support.microsoft.com/en-gb/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

--please don't forget to upvote and Accept as answer if the reply is helpful--

Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
Anonymous

2023-06-13T12:02:54.9233333+00:00

Just checking if there's any progress or updates?

--please don't forget to upvote and Accept as answer if the reply is helpful--

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I lost my phone with Microsoft Authenticator app on it. I am unable to log in. I have contactedcustomer support multiple times.

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