2-Step Varification mobile Authenticator app HELP

Question

So about a month ago I dropped my old phone and it completely broken. Its unusable, and believe me I tried. I recently started a new job and I had to use the Microsoft Mobile Authenticator App to keep my work account secure. Since its a new job I hadn't had time to get my phone number set up on the new account yet, so now I have the issue of not being able to add my phone number to the account because I require two-Step Varification, but I cannot access the mobile authenticator app because my old phone (which the mobile authenticator was located) is broken. I really need some help on this because I need to be able to have the proper access for my work account.

It's also really frustrating that I tried logging into the mobile authenticator app, but I need the mobile authenticator app to log in...

Answer 1

Hi, Saraye M

Good day!

Thank you for posting to Microsoft Community. We are happy to assist you.

According to your description, I'm sorry to hear about the issue you're experiencing with the Microsoft Mobile Authenticator app.

To resolve this issue, you can try the following steps:

1. Contact your IT department or administrator at work and explain the situation to them. They may be able to help you reset your two-step verification settings or provide you with an alternative method of authentication.

Ref-Set up multifactor authentication for users - Microsoft 365 admin | Microsoft Learn.

2. If you have a backup of your old phone, you can try restoring it to a new phone and then accessing the Microsoft Mobile Authenticator app.

(Since you've mentioned that your old phone has been totaly broken, I guess this option is not available for you.)

3. In addition, the final option for you that you can contact Microsoft Data Protection directly. For this team which has higher permission that our forum team that they would able to change it on the backend for you.

Ref- Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn.

Thanks for your precious time and your understanding would be highly appreciated.

Hope you all the best!

Sincerely,

Alex | Microsoft Community Moderator.

Answer 2

Dear 

Thank you for posting to Microsoft Community. We are happy to assist you.

We are looking into your situation, we will update the thread shortly.

Appreciate your patience and understanding and thank you for your time and cooperation.

Sincerely,

Katherine | Microsoft Community Moderator