I changed my Phone, now when i try to sign in it asks me to approve on authenticator app which is deleted on old phone. I cant event sign-in to authenticator app! help!!

Question

I changed my Phone, now when i try to sign in it asks me to approve on authenticator app which is deleted on old phone. I cant event sign-in to authenticator app! help!!

I tried phone, it provided code which I put in signin but again it asked for app verification. then it provided code on recovery email which i put successfully, yet it didnt sign me it asked for authenticator app again.

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Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

Since you haven’t signed in on the new device yet, you will not be able to approve the sign-in request from there.

If you no longer have the old device with you or if you have uninstalled the Authenticator app, here’s what you need to do:

• Install the Authenticator app on your new device.
• If you have a recovery/backup email account where you backed up all of your authenticator credentials previously on your old device, you can use that account during sign-in by selecting Begin recovery on the first screen of the Authenticator app.
• During sign-in, you will be asked to verify your identity using the Authenticator app. The sign-in prompt does not know you are using a new device; it just thinks you’re signing in to a device. Since you can’t verify it with the Authenticator app, select “I can’t use my Authenticator app right now.”

• You will then be asked to verify your identity using alternate security contact methods such as your phone number or email address. Enter your password first, then request the verification code through the alternate email address. Enter the 6-digit Verification code.
• For security reasons, you will be asked to reset your password.
• Follow the same procedure and add your account to the Authenticator app again.

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Answer 2

To regain access to your account after changing your phone and losing the Microsoft Authenticator app, follow these detailed steps:

1. Recovery Options: Since you have received codes via your phone and recovery email, ensure that you have access to these recovery methods. If you can receive codes but are still being prompted for the Authenticator app, it means your account is still linked to the old device.
2. Resetting Multi-Factor Authentication (MFA): If you are unable to bypass the Authenticator requirement, you may need to reset your MFA settings. Here’s how you can do that:
   • Contact Microsoft Support: Reach out to Microsoft Support directly. Explain that you are the only administrator and cannot access your account because the Authenticator app was deleted. They may be able to assist you in resetting your MFA settings.
   • Using the Right Support Channel: When contacting support, make sure to ask for the Data Protection team, especially if you have a Global Administrator account. They are equipped to handle such requests and can help you reset your authentication methods.
3. Temporary Account Method: If you are unable to reach support through your existing account, consider creating a temporary account:
   • Sign up for a trial subscription of Microsoft 365. This will allow you to create a new tenant.
   • Once you have access to the new tenant, you can submit a support ticket requesting assistance from the Data Protection team regarding your previous account.
4. Follow Up: After reaching out to support, keep track of your request and follow up if necessary. It may take some time to resolve, but persistence is key.
5. Future Precautions: Once you regain access, consider setting up multiple recovery options to avoid similar issues in the future. This can include adding a secondary email or phone number for recovery.

By following these steps, you should be able to regain access to your account and set up the Microsoft Authenticator app on your new phone successfully.

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References:

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