I have lost the phone on which i had my authenticator app. How do i verify my new phone with same number

Question

I am unable to use the authenticator app on my new phone to sign in to my microsoft 365 app.

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Moderator: Moved from Microsoft 365 and Office | Access | For business | Other

Answer 1

If you have lost the phone with your Microsoft Authenticator app, you will need to reset your Multi-Factor Authentication (MFA) settings to regain access to your Microsoft 365 account. Here are the steps you can follow:

1. Contact Microsoft Support: Reach out to Microsoft Customer Support by phone. Explain that you have lost access to your authenticator app and need to reset your MFA settings. Make sure to mention that you are the only admin if that is the case.
2. Provide Verification Details: Be prepared to provide any necessary verification details, such as your email, phone number, and any other information related to your account.
3. Alternative Methods: If you cannot reach a live agent, consider creating a temporary account (trial tenant) to submit a support ticket requesting assistance from the Data Protection team on behalf of your original account.
4. Reset MFA Settings: Once you are in contact with support, they can help you reset your MFA settings so that you can set up the authenticator app on your new phone.
5. Set Up Authenticator on New Phone: After your MFA settings are reset, download the Microsoft Authenticator app on your new phone and follow the prompts to set it up with your account.

This process may take some time, so it’s important to act quickly to regain access to your account.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A