microsoft authenticator

Question

Hello, I have changed my phone and transferred the authenticator app to a new device, but I lost the emails associated with my accounts that generate one-time codes. I also don't have the backup codes and did not create a backup. How can I recover them? Thank you.

Answer 1

Hi @Saif Al-gburi

Thank you for reaching out. I’m really sorry to hear you're having trouble accessing your accounts after changing phones. I understand how stressful this situation can be, especially without backup codes or access to your old device. 

Since you no longer have access to the email accounts generating your one-time codes via the Microsoft Authenticator app, and no backup options were set up, the best course of action is to use Microsoft’s account recovery form: Recover your account 

Here are a few helpful tips when filling out the form: 

• Use the email address of the account you're trying to recover. 
• Provide as much information as possible, this helps Microsoft verify your identity more effectively. 
• Microsoft will send any updates to the alternate email address you provide. 
• If you’ve had unsuccessful attempts, try using a device and location you've used before to access the account, this can improve your chances of recovery. 

If your account is tied to a work or school organization, the recovery form won’t work for that. In that case, your IT administrator or support team will need to reset your multi-factor authentication settings for you. 

Because Microsoft takes account security very seriously, we can’t bypass two-step verification without proper identity confirmation, which is why the recovery form is such an important step. 

I know this can be a bit of a process, but following these steps gives you the best chance of regaining access to your account. If you need help along the way or aren’t sure which type of account you’re using, feel free to reach back out. I’m happy to help. 

Wishing you all the best with the recovery process. 

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