Trying to log into Authenticator on a new phone, but I can't get past the code screens

Question

My old phone (Pixel 5a) died, and I have a new phone (Pixel 6a). I installed Microsoft Authenticator on my new phone, but I can't log into any of my accounts because it keeps asking me to input the number shown on my screen. There is no number in Authenticator. I can only assume it means the new app is sending a code to my old phone and asking me to enter that number. Unfortunately, I cannot turn on my old phone as it is completely bricked. I cannot uninstall or unregister my old device. I have a work/school account, and I asked our IT department for assistance. They were able to create a new work-around for my work email account; I can use text messages for two-factor authentication. But I'm still locked out of all my other accounts that are outside my work/school email.

I'm not sure what accounts are associated with the other log-ins. I used an account with @XXXXXX.org for my Sales Force log-in, and a @XXXXXXXXXXXXX.com account for my Outlook profile that's not affiliated with the @XXXXXX.edu address. I don't have a personal Outlook email address, just one affiliated with my job (@XXXXXXX.edu) and one with my freelance work (@XXXXXXXXXX.com). The other address (@XXXXXX.org) is a generic email address nonprofit organization XXXXX created for myself and my colleagues to use when we access Sales Force.

My full-time job (@sinclair.edu) was able to reset my Authenticator access, so now I can get into my email, OneDrive, and other accounts. But they cannot access my other login identities to reset them.

When I try to click "add account" and use the other email addresses on Authenticator, I get a message asking me to input the number shown on the screen. If I click "I can't use Authenticator right now," I get an error after I click "next." So I'm stuck in this loop of trying to add my other email accounts and being prompted to enter the number displayed on a phone that's inoperable.

How do I remotely wipe the old Authenticator from my old phone, or how do I install the app on my new phone and log into Authenticator without a code being sent to my old Authenticator?

Answer 1

Hi,

please refer to this article: https://support.microsoft.com/en-us/account-billing/add-your-work-or-school-account-to-the-microsoft-authenticator-app-43a73ab5-b4e8-446d-9e54-2a4cb8e4e93c

If you got the solution, please accept this as answer.

Regards,

Dr. Gomathi