Authenticator Issues

Question

I was using Microsoft authenticator for two step verification on my old mobile. Now I've changed the mobile and I'm unable to login my accounts due to two step verification linked with Microsoft authenticator. Is there any solution?

Answer 1

Dear @Umar Farooq,

Thank you for contacting Microsoft Q&A. 

Before we proceed, could you confirm: Is this a personal Microsoft account (Outlook.com, Hotmail.com) or a work/school account (Microsoft 365 / Entra ID)? 

The recovery steps differ depending on the account type: 

 

If this is a personal Microsoft account 

• Go to Microsoft Account Security and try:  
  • Use an alternative verification method (SMS, email, recovery code). 
  • If you cannot verify, select I don’t have any of these to start the account recovery process. 

If this is a work or school account 

Contact your organization’s IT administrator. In the Entra admin center, an administrator can set user accounts to require re-register of multi-factor authentication (MFA).   

 

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: Authenticator. 

A: What products do you use? 

B: Office 365 for business. 

Verification: Education or company account? 

B: For companies 

A: Are you an administrator? 

B: Yes. 

A: Are there any other administrators in your organization? 

B: No. 

A: I need one.... Service request? 

B: Yes 

  If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead. 

 

If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans | Microsoft. This would allow you to create a new tenant following the provided prompts. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.  

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

 

I hope this information helps point you in the right direction. If you run into any issues while trying the steps, or if something still doesn’t feel quite right, please don’t hesitate to reach out again. I’ll do my best to support you however I can.  

Looking forward to hearing back from you with any updates or additional details. 

Warm regards, 

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Answer 2

When you use the authenticator on a new phone you need to recover the backup and not sign in on the app. Restore account credentials from Microsoft Authenticator - Microsoft Support https://share.google/be1YwMxuF4xDln5nl