How to access a work Microsoft account on an authentication app with a new device if the phone was stolen

Question

I need to access my work Microsoft account on the authenticator app to sign in to my work laptop. Unfortunately, my phone was recently stolen. I tried downloading the app on a new device but it only sends the verification code to the previous device (through the authentication app) and does not give me the option to sign in through another way. How can I sign into the authenticator app on my new device?

Answer 1

Hi Thea,

Not sure if you have backup your authenticator app before on your phone. The steps are listed here: https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

If no backup. then for personal Microsoft account, you will need to send request to Microsoft via this form: https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42, and wait for the reply. If it's company account (MS365), better to reach your company IT department for help, for example, disable MFA for your account and setup a new authenticator app on your phone.