I can’t authenticate with Microsoft authenticator after changing to new phone.

Question

I changed phones yesterday and tried to set up the Microsoft Authenticator app again. However, there was an issue with the connection, so I erased the app and reinstalled it on my old phone. After that, I recognized that my Authentication information had been reset.

Logging into my account doesn't have an issue because this is a company account, and my company can reset my password. But my problem is when I try to change my password. I can't access "Security info" or "Password" without the Authenticator app.

See below, it requires Code, but I can't get it.

And I clicked "Sign in another way"

And it shows only two options which is "Approve a request on my Microsoft Authenticator app" or "Use a verification code"

I tried as below as well. But I don't have a way to click those number.

Please help what I should do in this case.

Thank you

Answer 1

Hello Donghyuk Kyle Kim,

Thanks for your question

Don't delete MFA app. https://learn.microsoft.com/en-us/xandr/curate/troubleshooting-multi-factor-authentication-mfa?source=recommendations

Deleting the MFA app requires yu having to contact the admins of the accounts in question for work or school accounts or reaching out to Support.

.you can get in contact with the support team here.

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

You can mark it 'Accept Answer' and 'Upvote' if this helped you

Regards,

Abiola