How to fix my microsoft authenticator

Question

I have a new device and my authenticator is not working

Answer 1

Dear @GINA on Twitch,

Thank you for posting your question in the Microsoft Q&A forum.

You mentioned that you have a new device and your authenticator is not working. To support you more effective, could you please verify for us that you change your new device, and can you still use authenticator app on your old device?

• If you still have access to your previous phone, try opening the Authenticator app there. You may be able to retrieve a verification code or approve the sign-in request.  
• Use an alternative verification method: select “I can’t use my Microsoft Authenticator app right now.” This may allow you to verify your identity via SMS or email, assuming those backup methods were previously set up. 

If all the methods above do not work, since your email is a business account, your company IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device.  As general Microsoft Support, we do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn   

In case you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact Microsoft Support Team via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

I hope information above helpful. Please let us know if you need further assistance.  

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