How to fix authentication app

Question

I recently gotten a new phone and I can’t get my work email onto my Authenticator app every time I try it wants a code to put it on my account that I can’t get because it’s not on my account

Answer 1

Hello,

Microsoft does not directly manage organization users. Instead, each organization's IT administrator is responsible for managing its users according to its internal protocols.

You should contact your organization's IT support team. They need to reset your MFA for you in order for this to work. Once the reset is completed, follow these steps:

1. Open your web browser and navigate to https://login.microsoftonline.com.
2. Sign in to your account.
3. You will be prompted to set up MFA again. Make sure to update your phone number during this process.

If your organization's IT administrator requires guidance, they can follow these steps:

1. Sign in to the Microsoft Admin Center at https://admin.microsoft.com using their credentials.
2. Navigate to Users > Active Users in the left-hand menu.
3. Select the relevant user.
4. On the user card that appears on the right, scroll to the bottom and click Manage multifactor authentication.
5. On the MFA settings page, locate the user's name, select it, and click Manage user settings on the right.
6. In the pop-up box, check the first box and click Save.

This process will reset MFA for the user, allowing them to set it up again.

Answer 2

It sounds like you’re stuck in a loop because your old phone had the Authenticator app, but your new phone doesn’t yet. The app is asking for a code from the old device — which you obviously can’t get anymore. This happens a lot when people upgrade phones.

The fix is to reset your authentication method so you can set it up fresh on your new phone. Here’s what usually works:

Use a backup option – If your work account has backup methods (like text message, email, or backup codes), choose one of those to sign in. Once you’re in, go to your Security Info or My Sign-Ins page and add your new phone’s Authenticator app.

If you don’t have a backup option – You’ll need help from your workplace IT or system admin. They can reset your MFA (multi-factor authentication) so you can re-register the Authenticator app on your new phone.

1. Going forward – Once you get back in, add at least one backup method (like SMS or a secondary email) so you’re not locked out again when changing devices.

Answer 3

Hi Tristan,

Thank you for reaching out. I understand how frustrating it can be to face account access issues—especially when it involves your work account.

Have you had a chance to check the Microsoft Authenticator app on your old phone? If the app is still accessible, it may allow you to retrieve the verification code more easily and bypass some of the recovery steps.

If that’s not an option, here are two recommended paths forward:

1. Submit the Account Recovery Form (tips for filling it out)
2. Update Your Security Information

During sign-in, select “I don’t have any of these” when prompted for verification. This will initiate the process to replace your security info.

Please note: This may trigger a 30-day waiting period before full access is restored. Microsoft uses this time to protect your account, and unfortunately, the process cannot be expedited.

I know the steps may feel repetitive, but they’re designed to ensure that only the rightful account owner can regain access.

I hope this helps you get the thing sorted out quickly!

Best regards,

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