Share via

how to regain acess in authenticator app

Rodrigo Caldeira 5 Reputation points
2026-01-23T15:39:39.1933333+00:00

Hello! I replaced my phone last month however I can´'t acess my microsoft account because I do not have my authenticator app logged in. However to sign in the Authenticator App I have to accept in the authenticator app that i dont have. Now I am stuck in this loop.

Microsoft 365 and Office | Subscription, account, billing | For education | Other
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Lia V 4,660 Reputation points Microsoft External Staff Moderator
    2026-01-23T16:10:43.33+00:00

    Hi @Rodrigo Caldeira,

    Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you're having trouble accessing your Microsoft account.

    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, preventing you from completing the sign-in process.

    To move toward a resolution, I suggest the following options:

    As the account type has not been specified, I may not be able to provide an exact solution. If you are using a work or school account, please refer to the following steps. If your account is not a work or school account, kindly share your account type so I can provide the correct instructions or connect you with the right team.

    Option 1: Contact your IT admins

    If you are either an administrator or an end user within a company or a school, please contact your IT administrators, as they can assist with resetting the Multi‑Factor Authentication (MFA) for the account. You may also share with them the guidance provided in the article Manage user authentication methods for Microsoft Entra multifactor authentication.

    Option 2: Contact Microsoft Data Protection Support by phone (Please proceed with the third option if contacting phone support is not applicable to your situation)

    If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. 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.

    Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.   

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

    IVR: What kind of problem are you concerned about?  

    You: Authenticator.  

    A: What products do you use?

    B: Office 365 for business.

    Verification: Education or company account?

    B: For companies

    A: Are you an administrator?

    B: Yes.

    A: Are there any other administrators in your organization?

    B: No.

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

    You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

     

    Option 3: Create a new tenant to submit a support ticket

    If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.   

    To set up a new tenant, please follow these steps below:

    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.

    It is important to note: Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

    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 useful, kindly consider upvoting it. 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.

    If the answer is helpful, please click "Accept Answer". If you have extra questions about this answer, please click "Comment".

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

    0 comments
  2. Q&A Assist
    2026-01-23T15:39:55.08+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    To regain access to your Microsoft account when you cannot access the Authenticator app, you can follow these steps:

    1. Contact Microsoft Support: Since you are stuck in a loop, the best approach is to contact Microsoft support directly. You can reach out to their customer service hotline and explain your situation. Make sure to mention that you are the only admin and need assistance with resetting your Multi-Factor Authentication (MFA).
    2. Use a Temporary Account: If you cannot reach a support agent, consider creating a trial Microsoft 365 tenant. This will allow you to sign in to the Admin Center and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.
    3. Follow IVR Prompts: When calling support, navigate through the IVR (Interactive Voice Response) system effectively. You might need to specify that you are a business user and the sole administrator to get the right assistance.
    4. Provide Necessary Information: Be ready to provide details such as your email, phone number, and any other relevant information that can help verify your identity.

    These steps should help you regain access to your account without needing the Authenticator app.

    References:

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.