Unable to access Microsoft account – lost Authenticator due to phone change

Question

I recently changed my mobile phone and no longer have access to my old device where Microsoft Authenticator was installed.

When I try to sign in, the system requests an OTP from the Authenticator app, but I cannot generate the code because the old phone is unavailable. I am unable to complete the sign-in process.

Please help me reset or remove the existing Authenticator verification and allow me to set up Microsoft Authenticator on my new phone.

Answer 1

To regain access to your Microsoft account after losing access to the Microsoft Authenticator app due to a phone change, you can follow these steps:

1. Contact Microsoft Support: Since you are unable to access the Authenticator app, you will need to reach out to Microsoft support. If you are the only global administrator for your account, inform them that you need assistance with resetting your Multi-Factor Authentication (MFA) settings.
2. Use a Backup Method: If you have set up alternative authentication methods (like SMS or email), try using those to receive a verification code. If those methods are not working, you will need to proceed with contacting support.
3. Provide Verification Information: When contacting support, be prepared to provide verification information such as your email address, phone number, and any other relevant details regarding your account.
4. Consider Creating a Temporary Account: If you are unable to reach support directly, you might consider creating a new trial tenant to submit a support ticket. This will allow you to access the admin console of the new tenant and request help from the Data Protection team on behalf of your original account.

Following these steps should help you regain access to your account and set up the Microsoft 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A