How to get Microsoft Authenticator work on new phone without old phone?

Question

How to get Microsoft Authenticator work on new phone without old phone?

Winnie W 0

I just got a new phone and am trying to log into Microsoft Authenticator, looks the cloud backup doesn't work well for the restore. so I can't access Azure anymore .any help? thanks

Anonymous

2025-05-12T10:37:34.8833333+00:00
Hello Winnie W

Since the device registered for second-factor authentication was with old mobile in order to register MFA to your new mobile to complete the authentication.

In such scenarios, you need Global Administrator they can help to revoke and re-register MFA for effected user account.
1.Go to: https://entra.microsoft.com Sign in with an admin account.

2.In the left-hand menu, go to “Users” --> Search for and click on the user for whom you want to reset MFA.

3.In the user profile, click “Authentication methods”.

Click “Require re-register MFA” (forces the user to re-register MFA on next sign-in) and "Revoke MFA sessions" This logs the user out of all active sessions. --> Confirm the action.

Tell the user They will be required to set up MFA again on their next login.

They should have access to their new authentication method (e.g., Microsoft Authenticator, phone number, etc.).

Once the user signs in again: They will be prompted to set up MFA.

You can verify it was completed under Authentication methods in their profile.

(or) once Global admin performs this above action user can also login into https://mysignins.microsoft.com/security-info login using effected account and click on +Add sign-in method and can proceed to authentication option and can register your authentication on your new mobile as MFA.

However, if the effected user is only the Global Admin in the tenant, and there is no other global admin to perform the above task then this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.

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Answer 1

Hello Winnie W

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to re-register MFA.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.

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How to get Microsoft Authenticator work on new phone without old phone?

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