Issues with Authenticator App Sign-In Process on New Phone

Question

Encountered a problem while trying to sign into a university account using the Authenticator app on a new phone. The app prompts for verification to sign in, but access to the app is not possible without being logged in. This issue is affecting all apps that require sign-in. Additionally, attempts to recover the account within the app indicate that there are no backups available, and there are no old devices still logged in for recovery.

Answer 1

Hello Henry,

Thanks for sharing the details. Here's a structured overview of the issue and available solutions:

Problem:
You’re trying to sign in to a university account on a new phone using the Microsoft Authenticator app. However:

The app asks for verification to sign in.

You can’t verify because you're not logged in.

There are no old devices or backups available for recovery.

Cause:
This is a common issue when:

The Microsoft Authenticator app is set up with multi-factor authentication (MFA) but the previous device is no longer accessible.

Account recovery via backup is not possible because:

No backup was created in the old device.

  The backup was not linked to a personal Microsoft account.
  
     No recovery methods (e.g., phone, email, alternate app) were set up outside the app.
     

Solutions:

1. Contact your university’s IT support / Microsoft Entra ID admin
Request a reset of your MFA settings. Only the Azure AD tenant admin (in this case, your university) can remove the current Authenticator requirement from your account.

They will typically:

Reset your MFA registration.

Allow you to re-enroll from scratch on your new device.

2. Use an alternate sign-in method (if configured)
If any of these options were configured before (e.g., SMS, alternate email, FIDO2 key), try signing in via those.

Visit: https://mysignins.microsoft.com/security-info

If accessible, you can manage and add a new authenticator app from there.

3. If no options are available:
Unfortunately, you’re locked out until an admin resets your MFA registration. You cannot bypass the app requirement if it's enforced and no recovery is configured.

Recommendation:
Contact your university’s helpdesk or Microsoft 365 admin and request an MFA reset. This is the only reliable solution when no recovery method or backup exists.

Let me know if you’d like help drafting a request message to your university IT support.

Best regards,
Martin