authenticator needs authenticator to login

Question

im trying to login to ny work email, ive switched phone and im trying login my work email, but the authenticator app wont let me log the account in and sends a code to the authenticator, but how im gonna see the code if i cant login this is annoying

Answer 1

Hi Glenn Pineda, 

Have a good day and welcome to Microsoft Q&A Forum!

Thank you for reaching out. Based on your description, it sounds like you're unable to access your work email after switching to a new phone because your Microsoft Authenticator app is no longer available. Since the system is still sending the MFA code to your old device, you're currently locked out and unable to complete the sign-in process which we understand can be frustrating. 

If you're still signed in on any device: 

If you happen to still be signed into your Microsoft 365 account on another device (e.g., browser or Outlook app), please try visiting: https://myaccount.microsoft.com 

From there: 

1. Navigate to Security info 
2. Try to add an alternative verification method, such as your phone number or SMS or attempt to re-register for MFA 

If you're completely locked out: 

Since this is a work/school account, you'll need to involve your company's IT team: 

If you're a user (not an admin): 

Please contact your global administrator (IT department). They can follow Microsoft's guidance to reset your MFA settings and allow you to re-register your account on your new phone: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn. 

If you're the only Global Administrator and locked out: 

In that case, you'll need to contact Microsoft Support by phone. The agent can escalate the issue to the Data Protection team to help restore access to your account. Customer service phone numbers – Microsoft Support 

Once again, I truly understand how frustrating it can be to get locked out of your account especially when all you did was switch to a new device and are just trying to get back to work. I really respect the effort you've already put into trying to resolve this. 

The recovery process may take a little time due to the security steps involved, but please know that these measures are in place to help protect your account. If you need any further assistance or have questions at any point, please don't hesitate to reach out. I'm here to support you every step of the way. 

Wishing you a smooth and successful account recovery. 

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