Authenticator app not working

Question

I just upgraded to a new iPhone and believe that I need to disconnect the authenticator app from my old phone to get it to work. It won’t let me use it.

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Answer 1

Dear @Christopher Stewart,

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

Before giving you the best solution, could you please confirm these questions below to help me diagnose the issue more effectively. Please know you’re not alone in this, and we’ll guide you through every step to get you back in control as quickly as possible.

• Does your account use a personal account (@outlook.com/@hotmail.com email), or is it a work/school account (e.g., @company.com)? 
• If you are using business account, are you the admin in your company?
• If yes, are you the only admin or there are other admins in your company?  

Related to Authenticator app, if you are using business account provided by your company, here are some options I recommend you look through:

Option 1: If you are user or have other admins in your company, to regain access to your account, I recommend you contact your IT admin/Global admin to raise a request for resetting your authentication method in the Entra admin center. Admin can revoke MFA sessions and require re-registration in Microsoft Entra admin center.

For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

Option 2: In case if you are the only admin of your company, you can reach out to our Global Customer Service phone to raise a request for resetting your authentication method. You can find the appropriate customer service number at Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

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. 

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

You: Yes  

Note: Please understand that as forum moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps guide you in the right direction, and we're always here to assist as much as we can within our scope.  

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. If I misunderstand anything, please feel free to reach out.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

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

I'm looking forward for your reply.

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