Authenticator app

Question

I have a new mobile device and don't have access to my old phone. I am unable to use the authenticator app to login to my work account. Please advise how to help.

Answer 1

Hello Mr S McDonough,

Please share your account and subscription details in a private message.

Here are the steps to enable the display of private messages:

To display the private message option> sign in to Microsoft Community, use your email account where you posted this topic to Microsoft Community, click the profile picture > in the upper-right corner, > select the My Profile option.

![Image](https://learn-attachment.microsoft.com/api/attachments/e368ef4b-2cbc-4e1b-905e-ce88ae4769ea?platform=QnA"https://learn-attachment.microsoft.com/api/attachments/966bf9e4-96ce-44c1-ac9b-80b76f915c5a?platform=QnA" title="filestore.community.support.microsoft.com" rel="ugc nofollow">

I'll wait for your next update in a private message. I will give you more information accordingly.

Answer 2

Sorry, I am not sure. How do I check?

Answer 3

Hello Mr S McDonough,

Thanks for your reply!

Could you please confirm whether you're an Office 365 global admin or an end-user person?

Answer 4

Thanks for the reply.

The account is a work account with Office 365.

Answer 5

Hello Mr S McDonough

Good day! Thank you for posting in the community.

Could you please confirm whether your email is associated with a Microsoft 365 Business Basic/Standard/Enterprise subscription service or the **Office 365 Family/Personal/Home & Business/Home & Student/Personal account Outlook.com Microsoft?**Please share your account and subscription details in a private message.

If you have a Microsoft account related to the Microsoft 365 Business Basic/Standard/Enterprise subscription service, can I reconfirm it**, whether you're an Office 365 global admin or an end-user person**? 

Depending on the type of email account and user type, the steps may vary. Once we have confirmed the type of email account, we can provide you with specific guidance.

Note: In accordance with forum policy, to protect sensitive information, please share the requested information with me in "View Private Messages."

Here are the steps to enable the display of private messages:

To display the private message option> sign in to Microsoft Community, use your email account where you posted this topic to Microsoft Community, click the profile picture > in the upper-right corner, > select the My Profile option.

![Image](https://learn-attachment.microsoft.com/api/attachments/e368ef4b-2cbc-4e1b-905e-ce88ae4769ea?platform=QnA"https://learn-attachment.microsoft.com/api/attachments/966bf9e4-96ce-44c1-ac9b-80b76f915c5a?platform=QnA" title="filestore.community.support.microsoft.com" rel="ugc nofollow">

I'll wait for your next update in a private message. I will give you more information accordingly.