Authentication App does not showing codes after changing my mobile

Question

Hi, the problem is: using my business email i cannot receive the authentication codes from my mobile authentication app, therefore i cannot have access to my account. I am the business owner and no one can help except you. I was told i need a MFA allowance from your side. Can you please help?

Answer 1

Dear David Moreira  

Thank you for posting your question in the Microsoft Q&A forum.    

According to your issue, I understand you are unable to get the two-factor authentication (2FA) code from the Microsoft Authenticator app after switching to a new device.  Here are a few suggestions that may help resolve the issue: 

• If you still have access to your previous phone, try opening the Authenticator app there. You may be able to retrieve a verification code or approve the sign-in request.  
• Use an alternative verification method: select “I can’t use my Microsoft Authenticator app right now.” This may allow you to verify your identity via SMS or email, assuming those backup methods were previously set up. 

If the above methods don’t work, since your email is a business account, your company IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device.  As general Microsoft Support, we do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn   

In case you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

We hope this helps resolve your issue. Please let us know if you need further assistance.  

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