I got a new phone and microsoft authenticator is not working because it was in my old phone and i already reset it

Question

Hey i just got new phone and unfortunately I cant access my business email anymore. I'm the only member in the domain email and I'm also the admin. I also can't access my authenticator because I already reset my old phone, so I have no other way to verify the login with the authenticator. I tried to do the "I cant use the authenticator right now" and it gave me 2 solutions, the authentication notif and the authentication code which both sounds impossible to me.

Any ideas to help my problem? Thanks

Answer 1

If you've reset your old phone and can no longer access the Microsoft Authenticator app, you will need to set up multifactor authentication (MFA) on your new device. Here are some steps you can take to regain access to your business email:

1. Use Alternate Verification Methods: When you try to sign in and select "I can't use the authenticator right now," you may be given options for alternate verification methods. If you have set up other methods (like SMS or email), try using those.
2. Contact Another Admin: If there are no other verification methods available, reach out to another global admin in your organization (if applicable) to assist with resetting your MFA settings.
3. Reset MFA: If you are the only admin, you may need to contact Microsoft Support for assistance in resetting your MFA settings so you can set it up again on your new phone. You can explain your situation to them, and they should be able to help you regain access.
4. Check Account Settings: Ensure that your phone numbers are correctly set up in your user account settings. If you have access to the Azure portal, you can check this yourself or ask a global admin to do it for you.
5. Re-register for MFA: Once you regain access, make sure to register and set up the Microsoft Authenticator app on your new device to avoid this issue in the future.

If you continue to have issues, consider reviewing the end-user troubleshooting guide for further assistance.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication

Answer 2

Hi @Muhammad Arsala Bil Huda 

Thank you for posting on Microsoft Q&A forum.    I’m sorry to hear you’re having trouble accessing your work account because of issues with the Microsoft Authenticator app. Please know that you’re not alone, as many users encounter similar challenges. We are here to guide you through each step so you can regain access and return to work as quickly as possible.  

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices or reinstalling the Microsoft Authenticator app. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes. 

Since you are the sole Global Administrator for the tenant, please follow the steps below to complete the account recovery process and regain access. 

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)   

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support.

During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.  

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:  

• In some countries, it is an automated conversation like:  
• 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 another administrator in your organization?        
• You: No.        
• IVR: Do you need a... Service request?       
• You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.   

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription. This would allow you to create a new tenant following the prompts provided. To set up a new tenant, please follow these steps: 

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. 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.       

Follow the guided setup process to create a new account for a new tenant.   

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues 

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:   

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.   

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.   

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."   

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests     

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.     

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

Thank you for your kindness and contributions to the forum.  

 

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