I got a new phone, and my old one died. Now I can’t access my Authenticator app to get verification codes for login. It says view the code on the Authenticator App and there's no other 2FA linked to my account. How can I fix this?

Question

Hi! I recently got a new phone as my old phone died. Now I'm trying to set up the Authenticator App and am failing miserably at it. I try to log in and it says I need a code for verification. This code goes to my Authenticator app only. Since I'm still trying to set up my Authenticator app, I have no access to view these codes. It's like a loop. How can I solve this?

Answer 1

Hello, sorry to hear that please follow this steps

Steps to Reset Microsoft Authenticator:

1. Sign in to Your Microsoft Account

Go to the Microsoft account recovery page: https://account.live.com.

Enter your email address and click Next.

2. Verify Your Identity

Since you don’t have access to the Authenticator app, Microsoft will prompt you to use an alternative verification method, such as:

Recovery email address.

  **Phone number** (SMS or call).
  
     **Recovery code** (if you saved it previously).
     
     Follow the prompts to verify your identity.
     

3. Remove the Lost Authenticator App

Once you’ve signed in, go to your Security settings: https://account.microsoft.com/security.

Under Advanced security options, find the Two-step verification section.

Click Turn off two-step verification (temporarily) or remove the old Authenticator app linked to your lost phone.

4. Set Up a New Authenticator App

After removing the old Authenticator app, re-enable two-step verification.

• Follow the prompts to set up the Microsoft Authenticator app on your new device: Download and install the Microsoft Authenticator app on your new phone.

  Open the app and sign in to your Microsoft account.
  

  1. Scan the QR code provided during the setup process. Save your recovery codes in a safe place for future use. Steps to Reset Microsoft Authenticator: 1. Sign in to Your Microsoft Account

       Go to the Microsoft account recovery page: [https://account.live.com](https://account.live.com/).
     
             Enter your email address and click **Next**.
     
             **2. Verify Your Identity**
     
                   Since you don’t have access to the Authenticator app, Microsoft will prompt you to use an alternative verification method, such as:
     
                            **Recovery email address**.
     
                                     **Phone number** (SMS or call).
     
                                              **Recovery code** (if you saved it previously).
     
                                                    Follow the prompts to verify your identity.
     
                                                    **3. Remove the Lost Authenticator App**
     
                                                          Once you’ve signed in, go to your **Security settings**: [https://account.microsoft.com/security](https://account.microsoft.com/security).
     
                                                                Under **Advanced security options**, find the **Two-step verification** section.
     
                                                                      Click **Turn off** two-step verification (temporarily) or remove the old Authenticator app linked to your lost phone.
     
                                                                      **4. Set Up a New Authenticator App**
     
                                                                            After removing the old Authenticator app, re-enable two-step verification.
     
                                                                                  Follow the prompts to set up the Microsoft Authenticator app on your new device:
     
                                                                                           Download and install the **Microsoft Authenticator app** on your new phone.
     
                                                                                                    Open the app and sign in to your Microsoft account.
     
                                                                                                             Scan the QR code provided during the setup process.
     
                                                                                                                      Save your **recovery codes** in a safe place for future use.
     

Answer 2

Hi @Manogna ML

Thank you for posting this in Microsoft Q&A.

I understand that you are unable to sign in to the Microsoft Entra admin center (Azure) because Multi-Factor Authentication (MFA) is prompting for a verification code, which is being sent to your old phone. Since you are trying to set up the Authenticator app on your new phone, you are stuck in a loop without access to the codes.

If your organization has a Global Administrator, they can reset your MFA settings. Reach out to your Global administrator and request to re-register for MFA on your behalf. This action will remove existing MFA methods, including phone numbers, Microsoft Authenticator apps, and software OATH tokens. You will then need to set up a new MFA authentication method upon your next sign-in.

For your reference: Manage user authentication options

If you are the only Global Admin and are completely locked out, you will need to contact Microsoft Support.

You can find the support contact details based on your country here: Microsoft Customer Service Phone Numbers.

Alternatively, you can create a support ticket from another account: Get Help with Microsoft 365 Admin.

While creating a ticket with Microsoft support team. Give them the tenant ID which is locked out in your description. Tell them that no admin account has access anymore and your partners also have no access anymore. Once you create a ticket with support team you will have to work with our data protection team. You will have to first prove your identity against your tenant for security purpose. Post that this team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

Also, for the future, you can create an emergency access account (break glass) in Microsoft Entra Admin center. This account will help prevent being accidentally locked out of your Microsoft Entra ID organization because you can't sign in for any reason.

Hope this helps. Do let us know if you any further queries.

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