I have lost my phone with authenticator app on it

Question

I have lost my phone with authenticator app on it

Hello
I have lost my phone with the authenticator app on it. Now I have a new phone but I can not access to IG, FB, Outlook because it ask me the autentication code.

Please let me know if you know what I can do

Thanks

Dale Scobee 0 Reputation points

2023-03-02T14:35:15.5066667+00:00

I lost my phone 4 years ago. I have tried everything to get back into my account. The question prompts took me in a loop and was no help for a lost phone and no access to Authenticator App. It took almost 2 years to chat with someone deciding to go through "office365 install problems". "So called" Microsoft support WAS/IS no support. Short of actually saying it I was told "I'm screwed".

Dale Scobee 0 Reputation points

2023-03-02T14:35:15.5066667+00:00

I lost my phone 4 years ago. I have tried everything to get back into my account. The question prompts took me in a loop and was no help for a lost phone and no access to Authenticator App. It took almost 2 years to chat with someone deciding to go through "office365 install problems". "So called" Microsoft support WAS/IS no support. Short of actually saying it I was told "I'm screwed".

Answer 1

JamesTran-MSFT 28,021 Microsoft Employee

@Rj Musawir Shah
Thank you for your post!

Adding Authenticator to your new device doesn't automatically remove the app from your old device. Even deleting the app from your old device isn't enough. You must both delete the app from your old device AND tell Microsoft or your organization to forget and unregister the old device.

To remove the app from a device using a personal Microsoft account. Go to the two-step verification area of your Account Security page and choose to turn off verification for your old device.
To remove the app from a device using a work or school Microsoft account. Go to the two-step verification area of either your MyApps page or your organization's custom portal to turn off verification for your old device.

For more info -https://learn.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-faq#lost-device

If you have any other questions, please let me know.
Thank you for your time and patience throughout this issue.

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Please remember to "Accept Answer" if any answer/reply helped, so that others in the community facing similar issues can easily find the solution.

JamesTran-MSFT 28,021 Reputation points Microsoft Employee

2021-06-23T15:45:24.193+00:00

@Rj Musawir Shah
I just wanted to check in and see if you had any other questions or if you were able to resolve this issue?
Vince Bianco 1 Reputation point

2021-10-24T17:36:37.08+00:00

James Tran - I don't see on the Account Security page where it lists my old device so I can turn off verification. I got a new phone as well and although I deleted the authenticator app from the old phone, I am not receiving verification codes on the new phone and I suspect it's because they are still going to the old phone.

Please, where on the Account Security page EXACTLY do I locate my old device to turn off the authenticator verification?

Thank you in advance.
Mae 16 Reputation points

2021-11-10T20:19:34.82+00:00

I have the same issue except i can't logon to my account as it requests approval on authenticator or code from authenticator app. it does not offer the option of sending a text so i am going in circles. This is a complete nightmare!
Gord H 6 Reputation points

2022-01-15T19:04:34.687+00:00

Useless response James as others have stated below. There is NO option as you suggest. Please provide correct answers as a MSFT
62778580 6 Reputation points

2022-01-25T15:45:37.14+00:00

You can't delete a device without logging in with that device. I am prompted to get a code, but I can't get a code because I don't have access to my old phone. So if your device is lost you can't log in. It's a catch 22.
Sharon 6 Reputation points

2022-03-11T08:40:21.54+00:00

How can you login to facebook then if you lost your phone with authenticator?
Gord H 6 Reputation points

2022-08-01T16:45:17.663+00:00

Useless answer James. As others above have stated there is NO option to remove devices as you state as there is no such option
Kajetan Dowda-Tchórzewski 1 Reputation point

2022-10-10T11:15:42.963+00:00
Here is direct link for deleting old authenticator devices: https://account.activedirectory.windowsazure.com/Proofup.aspx

I was able to get there entirely by accident!

I went to https://myaccount.microsoft.com/

Clicked "Password"

it took me to the "old" page for changing password (account.activedirectory.windowsazure.com/ChangePassword.aspx)

THEN CLICKED "CANCEL"

it took me to the old windows azure active directory page (https://account.activedirectory.windowsazure.com/r/#/profile)

And then clicked "Additional security verification"

and FINALLY you are on the page where you can manage old authenticator devices... like seriously Microsoft? It's so crucial feature, and I was able to get there after of labyrinth of old front-ends and only by accident? Why can't you delete phones in https://mysignins.microsoft.com/security-info where they are listed, but do not have the damn 'delete' button? or somewhere in Azure AD?

I lost like 3 hours to find it, although it was fun and worth of satisfaction :P But please seriously don't do it again to me.
Kajetan Dowda-Tchórzewski 1 Reputation point

2022-10-10T11:53:11.937+00:00

Here is a direct link for deleting old authenticator devices: https://account.activedirectory.windowsazure.com/Proofup.aspx
see my comment below
Dale Scobee 0 Reputation points

2023-03-02T14:55:47.0833333+00:00

I lost my phone in 2020. I had the Authentication App on it and had 2-step verification for my account. I used my (now lost) phone for everything. You cannot get into the account, start a new app, or use forgot password to change the password even doing all the requested paperwork. The 2-step verification always takes you to Authentication App that is on your lost phone. The question prompts took me in a loop and was no help for a lost phone and no access to Authenticator App. It took almost 2 years to chat with someone using "office365 install problems". That was when "So called" Microsoft support (that is no support) informed me, without actually saying it "I'm screwed" and with 2 years of no use will be closed and deleted

Answer 2

Gord H 6

Useless answer James. As others above have stated there is NO option to remove devices as you state as there is no such option

Answer 3

Dave Patrick 343.2K MVP

Try restoring a backup.
https://learn.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-backup-recovery

--please don't forget to upvote and Accept as answer if the reply is helpful--

Answer 4

Aaron Hobley 1

I like to say the same, Useless answer James. As others above have stated there is NO option to remove devices as you state as there is no such option.

Answer 5

Lepley, Ben - (lepley) 1

JAMES, come-on, you guys need to think a little more critically! There needs to be a government accountability office that can enforce this bad behavior, peoples lives are being ruined by your incompetency.

My phone is completely bricked and had the authenticator app on it.
Logging in asks me for another email nd cellphone (both fine, as I got a replacement phone working)
After I reset my password, it asks me AGAIN for the authenticator app!

FIX THIS F*&)(^)&*^ING BUG!

Cant get into bank account, cant pay employees, can't pay medical bills! You guys are going to get a class-action lawsuit!

Richard Wright 1 Reputation point

2022-09-12T17:50:54.567+00:00

100%. Did you get this sorted? This is literally the worst Doom Loop. It took me two months for MS to get me access and now I have the same problem with one of my domain members. As soon as I can figure out how to get off of MS I will. MS Authenticator worst app ever.
James Brown 1 Reputation point

2022-11-09T17:00:31.85+00:00

Understand the frustration here. Here is one idea that may work, it worked for us. If you have access to the Azure Active Directory admin center, you can go to the account and explicitly add a second factor, like a phone number or email address. I hope you are able to do that, I realize that if it's a personal account it may not be possible.

I have lost my phone with authenticator app on it

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