Orher authenticator account issue

Question

Hi there i broke my phone which had Microsoft authenticator on it which I used to access certain things. Anytime I try to access my old account on my new phone it won’t let me in because it wants me to confirm on authenticator on my old phone. any ideas ? Thanks

Answer 1

If you broke your phone that had the Microsoft Authenticator app and are unable to access your accounts because it requires confirmation from the old device, you will need to take some steps to regain access. Here are some suggestions:

1. Use SMS or Call-based MFA: If you have SMS or call-based multi-factor authentication (MFA) set up, you can use that method to verify your identity instead of the Authenticator app.
2. Recovery Options: Check if your account has any recovery options available, such as backup codes that you might have saved when you set up MFA.
3. Contact Support: If you cannot access your account through the above methods, you may need to contact your IT support or the service provider for assistance in recovering your account.
4. Set Up Authenticator on New Device: Once you regain access, you should set up the Microsoft Authenticator app on your new phone. Make sure to remove the old device from your account settings if possible.
5. Re-register for MFA: If you have access to your account, consider re-registering for MFA using your new device to avoid similar issues in the future.

Remember not to factory reset your old device or remove the Authenticator app until you have successfully set up your new device if you still have access to it.

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References:

• Migrate to a new iPhone for work
• Authentication methods in Microsoft Entra ID - Voice call