I can't get an code from my Authenticator because I moved over to a new phone.

Question

I can't get an code from my Authenticator because I moved over to a new phone.

Julian Martingano 45

The phone i had all my logged in accounts for my microsoft authenticator is no longer working and has been wiped of all its data. If i need to get an OTP from an authenticator it is still going to that old phone. I have a new phone now that i want to use for the authenticators but I can't figure out how to do it. Can you help me to remove the old phone from my account and use a new one?

If I try to anything with logging in or trying to connect the account on the new phone is still prompts me to use the old device to get the code from the authenticator (which no longer works).

If I try and use a different method to get the code it only gives me prompts to use the authenticator app instead of giving me an option like getting an email code or an SMS.

I am at my wits end trying to find a way forward with this but it just keeps on taking me in loops trying to get the code from the phone I no longer can use the authenticator app on.

Arles Allan 15 Reputation points

2025-03-17T21:28:32.3866667+00:00

Tengo la misma pregunta y estoy en la misma situación que tú, es una pena que esto esté sucediendo en una empresa tan grande como lo es Microsoft, un usuario debería poder acceder de forma fácil cuando una situación así se presente a pesar de no haber actividad métodos alternos de inicio de sesión.
Néstor Pérez Gasca 25 Reputation points

2025-03-17T21:59:39.6833333+00:00

Dear Microsoft Support Team,

I am writing to formally express my grave concern regarding a critical deficiency in the Microsoft Authenticator application. Specifically, the absence of viable recovery options following the loss or damage of a device linked to two-factor authentication (2FA).

Recently, I lost access to my device, which was the sole repository for my 2FA credentials. To my dismay, I discovered that Microsoft provides no effective means of account recovery under such circumstances, resulting in an absolute denial of access to my accounts and, consequently, to my personal and professional data.

This situation constitutes a serious security and accessibility flaw. While 2FA is designed to enhance account security, its rigid implementation—without adequate contingency measures—renders users effectively locked out of their accounts permanently upon the loss or malfunction of their device. Given that device loss, theft, or hardware failure are common occurrences, the lack of a structured recovery mechanism is unreasonable and disproportionate to the risks it seeks to mitigate.

As a global technology leader, Microsoft has an obligation to ensure the integrity, accessibility, and usability of its security systems. I therefore formally demand that Microsoft take immediate action to provide a secure and efficient account recovery solution for cases where users lose access to their 2FA device. The current situation not only disrupts digital continuity but also imposes undue hardship on users who rely on Microsoft services for critical operations.

I expect a prompt response addressing this concern and outlining the steps Microsoft intends to take to rectify this issue. Failure to provide a reasonable solution may necessitate further escalation.

Sincerely,

Nestor Perez G
DIEGO RODRIGUES BRUNORO 15 Reputation points

2025-03-18T01:36:38.9933333+00:00

E então algum retorno? deveriam ter um canal, mais direto pra este tipo de problema.
Heman Madan 0 Reputation points

2025-03-18T18:38:03.2933333+00:00

Did you ever get an answer on how to solve this?
Julian Martingano 45 Reputation points

2025-03-19T06:48:09.1+00:00

Still no response from Microsoft for a case on this topic I created on the 12th of March

Your answer

Arles Allan 15 Reputation points

2025-03-17T21:28:32.3866667+00:00

Tengo la misma pregunta y estoy en la misma situación que tú, es una pena que esto esté sucediendo en una empresa tan grande como lo es Microsoft, un usuario debería poder acceder de forma fácil cuando una situación así se presente a pesar de no haber actividad métodos alternos de inicio de sesión.
Néstor Pérez Gasca 25 Reputation points

2025-03-17T21:59:39.6833333+00:00

Dear Microsoft Support Team,

I am writing to formally express my grave concern regarding a critical deficiency in the Microsoft Authenticator application. Specifically, the absence of viable recovery options following the loss or damage of a device linked to two-factor authentication (2FA).

Recently, I lost access to my device, which was the sole repository for my 2FA credentials. To my dismay, I discovered that Microsoft provides no effective means of account recovery under such circumstances, resulting in an absolute denial of access to my accounts and, consequently, to my personal and professional data.

This situation constitutes a serious security and accessibility flaw. While 2FA is designed to enhance account security, its rigid implementation—without adequate contingency measures—renders users effectively locked out of their accounts permanently upon the loss or malfunction of their device. Given that device loss, theft, or hardware failure are common occurrences, the lack of a structured recovery mechanism is unreasonable and disproportionate to the risks it seeks to mitigate.

As a global technology leader, Microsoft has an obligation to ensure the integrity, accessibility, and usability of its security systems. I therefore formally demand that Microsoft take immediate action to provide a secure and efficient account recovery solution for cases where users lose access to their 2FA device. The current situation not only disrupts digital continuity but also imposes undue hardship on users who rely on Microsoft services for critical operations.

I expect a prompt response addressing this concern and outlining the steps Microsoft intends to take to rectify this issue. Failure to provide a reasonable solution may necessitate further escalation.

Sincerely,

Nestor Perez G
DIEGO RODRIGUES BRUNORO 15 Reputation points

2025-03-18T01:36:38.9933333+00:00

E então algum retorno? deveriam ter um canal, mais direto pra este tipo de problema.
Heman Madan 0 Reputation points

2025-03-18T18:38:03.2933333+00:00

Did you ever get an answer on how to solve this?
Julian Martingano 45 Reputation points

2025-03-19T06:48:09.1+00:00

Still no response from Microsoft for a case on this topic I created on the 12th of March

Share via

I can't get an code from my Authenticator because I moved over to a new phone.

Your answer