AUTHENTICATOR

Question

CANT USE MY AUTHEITCATOR BECAUSE PHONE BROKE how to use my autHENTICator

Answer 1

Hi,

Thanks for posting your concern here in the Microsoft Community! I know how frustrating it can be when your windows isn’t working properly.

To help you better, could you let me know are you using work/school accounts? Once I have that info, I’ll be happy to share some steps that might help resolve the issue.

Feel free to reply anytime I'm here to help!

Answer 2

If your phone is broken and you cannot use the Microsoft Authenticator app, you will need to reset your Multi-Factor Authentication (MFA) settings to regain access. Here are the steps you can take:

1. Contact an Administrator: If you are not the administrator of your Microsoft Entra ID, you will need to ask an administrator to reset your MFA settings. They can do this by signing into the cloud service portal and managing user settings.
2. Reset MFA Settings: The administrator should follow these steps:
   • Sign in to the cloud service portal as an admin.
   • Go to the MFA management page.
   • Select your account and choose to require you to provide contact methods again.
3. Set Up a New Authenticator: Once your MFA settings have been reset, you can set up the Microsoft Authenticator app again on a new device. Make sure to follow the setup instructions carefully to ensure that your new device is registered for MFA.
4. Alternative Verification Methods: If you have alternative verification methods set up (like SMS or phone call), you can use those to sign in until you get your Authenticator app working again.

Make sure to keep your recovery options updated to avoid similar issues in the future.

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References:

• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes