Authenticator app error

Question

I cannot get signed into any of my work emails because my authenticator app signed me out after I got a new phone so I cant see my authentication codes but I need an authentication code to get signed back into my authenticator app

Answer 1

Hi @Rose, Ciara, 

Welcome to Microsoft Q&A forum. 

I understand you're currently unable to access your account because the Microsoft Authenticator app is still tied to your previous device, and you're not receiving the authentication codes needed to sign in. 

In this case, since the app remains linked to your old device, the authentication process cannot complete on your new phone without a reset. Here are your options: 

Option 1: 

If you are an end user within a Microsoft 365 tenant, I recommend reaching out to your organization's IT administrator. They can reset your Multi-Factor Authentication (MFA) settings, allowing you to reconfigure the Authenticator app on your new device.  

Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

Option 2: 

If you are the sole administrator of your tenant and currently have no access, you will need assistance from the Data Protection team to verify domain ownership and recover your account. 

You can contact them via phone number to Microsoft Support:  

• Visit Phone Number – Microsoft Support   
• Select your country/region own phone number for support.    
•  

If you're struggling with the AI call sequence, please follow this dialogue 

IVR: What kind of problem are you concerned about?     

You: Authenticator.     

IVR: What kind of product do you use?     

You: Office 365 for business.     

IVR confirmation: education or company account?     

You: For companies    

IVR: Are you an administrator?     

You: Yes.     

IVR: Do you have the other administrator in your organization?     

You: No. I am the only admin in my tenant     

IVR: Do you need a... Service request?     

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.  

As an alternative, you can create a new tenant account and submit your request from there.   

To set up a new tenant, please follow these steps:     

1.Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.     

2.Follow the guided setup process to create a new account for a new tenant.   

Once your tenant is created, you should be able to access the support portal and submit your ticket without further issues   

To create a Support ticket, you can go to Microsoft 365 admin center  

• Please follow this article: Get support - Microsoft 365 admin | Microsoft Learn.  
• On right bottom corner click on "Help & support"     
• 
• After that choose the "Contact support".    
• 
• Fill out the required information in the form, including a description of the issue you are experiencing.  
• Click on the "Create" button to submit your request. Which will give you a ticket number.  
• Once your request is submitted, a support engineer will be assigned to your case and will contact you to provide assistance.  

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.  

  

Note: Please understand the scope of support we’re able to provide through this forum. As moderators, our role is to offer general guidance and help troubleshoot common issues. However, we don’t have access to the internal tools or permissions required to resolve certain account-specific or backend problems. 

  

I truly wish I could assist you further, and I appreciate your understanding and patience as we work within these limitations. 

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.  

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.  

I'm looking forward to your reply.  

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread

Answer 2

Hi @Rose, Ciara,  

Hope things are running smoothly on your end. 

Following up on the support thread we've been working on. I hope the information I shared in my previous answer resolve the issue you were facing. If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help. 

We want to make sure everything is working as expected and that your experience remains uninterrupted. 

Thank you for your patience and understanding throughout the troubleshooting process.  

I look forward to hearing from you soon.