authenticator codes not coming

Question

I've changed my moblie device and i'm no longer receiving verification codes in my authenticator app

Answer 1

If you have changed your mobile device and are no longer receiving verification codes in your Microsoft Authenticator app, there are a few steps you can take to resolve the issue:

1. Check Registration: Ensure that your account is properly registered with the Authenticator app on your new device. You may need to re-register your account if it was not transferred during the device change.
2. Sync Time: Make sure that the time settings on your new device are correct. The Authenticator app relies on accurate time settings to generate valid codes. Check that both your mobile device and the computer you are trying to log into have synchronized clocks.
3. Use Backup Codes: If you have backup codes saved from when you set up MFA, you can use those to access your account while you troubleshoot the Authenticator app.
4. Reinstall the App: If the above steps do not work, try uninstalling and reinstalling the Microsoft Authenticator app on your new device. After reinstalling, set it up again with your account.
5. Contact Support: If you continue to experience issues, consider reaching out to Microsoft support for further assistance.

By following these steps, you should be able to regain access to your verification codes in the Authenticator app.

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References:

• Microsoft Authenticator issues
• Manage and support user accounts

Answer 2

Dear Musabbiha Jagot,

Welcome to Microsoft Q&A. 

I’m sorry to hear you’re having trouble signing in after changing your phone. When you replace your device, Microsoft Authenticator does not automatically transfer MFA settings unless you previously enabled cloud backup and restored it on the new phone. 

 

Before we proceed, could you confirm: Is this a personal Microsoft account (Outlook.com, Hotmail.com) or a work/school account (managed by your organization)? 

 The recovery steps differ depending on the account type: 

If this is a personal Microsoft account 

• Select I don’t have any of these to start account recovery. 
• Once you regain access:  
  • Reinstall Microsoft Authenticator and enable cloud backup. 
    • Add backup MFA methods (SMS, email, security key). 
      • Create a new passkey in your security settings. 

If you're using a work or school account, please note that MFA settings are typically managed by your organization's IT administrator. In this case, we recommend contacting your admin to verify your MFA configuration or reset your authentication methods. 

Please have your administrator follow the steps shown in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

If you need help finding your admin, please see: How do I find my Microsoft 365 admin? - Microsoft Support 

 

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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