Problems logging in my microsoft accounts using the authenticator app after changing my phone device

Question

I recently changed my phone device, and now when I try to login into my microsoft emails accounts, it asks me to put in the code that I received on my authenticator app. However once I open my authenticator app I don’t see a code because in order to see the code I would have to access my email accounts on the app. Once I try to access them on the app it tells me once again to put in the code that I just received (which I cannot see)

Answer 1

If you have changed your phone device and are unable to access your Microsoft accounts using the Authenticator app, you may need to reset your MFA (Multi-Factor Authentication) settings. Here are some steps you can take:

1. Reinstall the Authenticator App: Ensure that you have the Microsoft Authenticator app installed on your new device. If you haven't done so, download it from the app store.
2. Recover Your Accounts: If you have backup codes or recovery options set up, use those to log in to your Microsoft accounts. This may allow you to bypass the Authenticator temporarily.
3. Reset MFA: If you cannot access your accounts, you may need to contact your organization's IT support to reset your MFA settings. They can assist you in registering your new device with the Authenticator app.
4. Use Alternative Verification Methods: If you have set up alternative verification methods (like SMS or email), try using those to authenticate your login.
5. Check for Notifications: Sometimes, the Authenticator app may send a push notification for approval. Make sure to check if you receive any notifications on your new device.
6. Sync Time Settings: Ensure that the time settings on your new device are correct. If the time is out of sync, it may affect the codes generated by the Authenticator app.

If these steps do not resolve the issue, consider reaching out to Microsoft support for further assistance.

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References:

• Microsoft Authenticator issues
• Troubleshoot Multi-Factor Authentication (MFA)

Answer 2

Hello pietro molè,

Thank you for reaching out in Microsoft Q&A forum.

I understand you’re facing issues signing in because the Microsoft Authenticator app isn’t showing codes after you changed your phone device.

With this problem, please contact Microsoft support team as soon as possible:

1. Go to Contact Us - Microsoft and sign in your account.
2. Type Recover account in the search box.
3. Click Get help and Select Contact Support.
4. Choose Microsoft 365 and Office as Products and Services; and Recovery as Category
5. Click Confirm.
6. You can choose to chat with a support representative.

Note: The chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Let me know how it goes.