After changing phones, the authenticator did not sync, and the old phone was sold. How can I log into my account on the new phone's authenticator?

Question

I had logged into my account using the authenticator on my old phone. After switching to a new phone, I assumed iCloud would back up and sync the authenticator data to the new phone (but it did not), so I recycled the old phone without confirming. When I opened Outlook on the new phone, I found I couldn’t sync my account.

I tried logging into my account through the authenticator on the new phone, but it redirected me to a page asking me to select the corresponding numbers in the authenticator to complete the login. How can I break this dead loop and log into my account on both the authenticator and Outlook on the new phone?

I also tried the following: on the Microsoft account page, under 'Send login notifications,' I attempted to click 'Delete.' After clicking 'Delete,' the page displayed, 'Unable to remove Microsoft Authenticator app. It is not possible to remove this Microsoft Authenticator app at this time.'

Answer 1

To regain access to your account after changing phones and losing access to the Microsoft Authenticator app, you can follow these steps:

1. Alternative Sign-In Method: Check if you have any alternative sign-in methods available, such as SMS or email verification. If you can use any of these, try logging in with them.
2. Contact Microsoft Support: Since you are experiencing a deadlock with the authenticator, and if you are the only administrator for your account, you will need to contact Microsoft Data Protection Support. You can do this by calling their customer service hotline. Make sure to explain that you are locked out of your account and that you are the only admin.
3. Temporary Account Creation: If you cannot reach support, consider creating a new trial tenant. This will allow you to access the Microsoft 365 Admin Center and submit a support ticket regarding your locked account. When you create the new tenant, make sure to provide details about your locked account in the support request.
4. Reset MFA Settings: If you have access to an admin who can help, they can reset your Multi-Factor Authentication (MFA) settings through the Microsoft Entra Admin Center. This will allow you to set up the authenticator app again.
5. Be Prepared for Verification: When contacting support, be ready to verify your identity and provide details about your account, including your email address and any error messages you are receiving.

These steps should help you regain access to your account and set up the authenticator on your new phone.

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References:

• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A