Lost Authenticator access lost due to new phone - cannot access account

Question

Lost Authenticator access lost due to new phone - cannot access account

Ashley Alberti 25

I lose access to my authenticator app after getting a new phone and cannot log into my account to access Teams or Outlook. I am now locked out of these accounts on both my phone and computer. I have been waiting for two days for a response from my IT department, so I'm hoping for some help here to solve this problem. So far all existing solutions lead back to the Authenticator app that is no longer accessible.

Hamid Sadeghpour Saleh 16 Reputation points MVP Moderator

2025-05-02T21:43:43.92+00:00

Hi Ashley,

You’re locked out because Microsoft 365 uses two-factor authentication (2FA) with the Authenticator app, and without access to that app, you can’t verify your identity. Only your IT/admin team can reset or bypass 2FA — unfortunately, there’s no way to self-reset 2FA if you're locked out and don’t have backup methods (like SMS or alternate email) configured.
Surya Prakash Kotte 975 Reputation points Microsoft External Staff Moderator

2025-05-05T03:03:25.8933333+00:00

Hello Ashley Alberti,

Did you get a chance to see my previous comment? Please feel free to reach out if you have any further questions.
Surya Prakash Kotte 975 Reputation points Microsoft External Staff Moderator

2025-05-06T08:51:47.1566667+00:00

Hello Ashley Alberti,

Did you get a chance to see my previous comment? Please feel free to reach out if you have any further questions.
Ashley Alberti 25 Reputation points

2025-05-06T16:54:07.53+00:00

It took a few days, but this issue has been resolved. Thank you!

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Hamid Sadeghpour Saleh 16 Reputation points MVP Moderator

2025-05-02T21:43:43.92+00:00

Hi Ashley,

You’re locked out because Microsoft 365 uses two-factor authentication (2FA) with the Authenticator app, and without access to that app, you can’t verify your identity. Only your IT/admin team can reset or bypass 2FA — unfortunately, there’s no way to self-reset 2FA if you're locked out and don’t have backup methods (like SMS or alternate email) configured.
Surya Prakash Kotte 975 Reputation points Microsoft External Staff Moderator

2025-05-05T03:03:25.8933333+00:00

Hello Ashley Alberti,

Did you get a chance to see my previous comment? Please feel free to reach out if you have any further questions.
Surya Prakash Kotte 975 Reputation points Microsoft External Staff Moderator

2025-05-06T08:51:47.1566667+00:00

Hello Ashley Alberti,

Did you get a chance to see my previous comment? Please feel free to reach out if you have any further questions.
Ashley Alberti 25 Reputation points

2025-05-06T16:54:07.53+00:00

It took a few days, but this issue has been resolved. Thank you!

Answer 1

Surya Prakash Kotte 975 Microsoft External Staff Moderator

Hello Ashley Alberti,

Based on your query, it looks like you're unable to access Microsoft services because you're unable to complete the two-factor authentication (2FA).

If you have a Global Administrator in your tenant, please reach out to them and request an MFA reset. Once it's reset, you'll be able to reconfigure the Microsoft Authenticator on your new phone and regain access.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

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Lost Authenticator access lost due to new phone - cannot access account

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