Got a new phone, can't sign in to my emails on app or restore authenticator backup, error message 404

Question

I had to send my phone in because of a hardware issue, I just got my replacement and restored my google backup and everything worked great except for outlook. I have tried signing into my emails in the app as well as in the browser and nothing works. I keep getting a 404 error message when I try to sign in using my correct passwords. I know they are correct because they are all saved in my google account and I can sign in fine on my laptop using my passwords. I have also been trying to restore my authenticator backup so that I don't have to go through contacting support and recovering every single account I use 2fa for.

I can't figure out what email I used to sign up for my authenticator account since I can't sign into my email accounts on my phone. I tried to figure it out on my laptop but every time I try to restore backup from an email address I don't receive a code to any of my other email addresses. It shows me the first 3 letters in the recovery email but I've tried all of the ones it could be and don't receive a code. How can I figure out what email I used for my authenticator account and why can't I sign in using my correct password? I can't seem to find anywhere in settings to change 2fa/sign in options, even if I'm signed into my account already on my laptop, if I try to change something it asks for a code again. I was able to change my phone number in one account hoping I could change my 2fa that way but then it said I wouldn't be able to do anything for 30 days, so I can't do anything about it for a month?

I have had so many issues with 2fa in so many situations, you are basically screwed if something happens to your phone. I would like to be able to just use my password. Any help or advice is greatly appreciated.

Answer 1

Dear C Moon 

Please note that this is a user-to-user community. As moderators, we have limited access to internal development details. Our role is to direct users to the appropriate support channels and resources. While we cannot provide backend analysis, we will do our best to assist within our responsibilities. 

Thank you for reaching out to the Microsoft Q&A forum. I understand you replaced your phone and now cannot sign in to Outlook on the phone (shows a 404) and you also cannot restore your Microsoft Authenticator backup because you can’t identify the recovery Microsoft account used for the backup. I am happy to assist you. Please: 

• If the Outlook mobile app can’t sign in, use Microsoft’s Outlook mobile sign-in troubleshooting
  • Follow Can't sign in to the Outlook mobile app - Microsoft Support for the type of account being added, and use Outlook support if it’s an Outlook.com account. If the issue persists on mobile while your account works elsewhere, remove the sync partnership from Outlook on the web and then re-adding the account, plus checking Outlook.com server status: Troubleshoot Outlook mobile issues - Microsoft Support 
• Restore Microsoft Authenticator backup  
  • Microsoft Authenticator restore only works when you sign in with the same personal Microsoft account used to create the backup, and backup/restore is limited to the same device type (iOS-to-iOS, Android-to-Android). Follow: Restore account credentials from Microsoft Authenticator - Microsoft Support. Also confirm you actually had cloud backup enabled and which recovery Microsoft account was selected for the backup on the old device.
• If “Restore from backup / Begin recovery” doesn’t appear 
  • If you can’t see restore options, you may need to remove or sign out of existing accounts in Authenticator before you can restore the backup.  
• If you can’t receive verification codes to restore or change sign-in methods
  • Use Microsoft’s verification-code troubleshooting and security-info guidance 
  • See: Troubleshoot Microsoft verification code issues. Manage your security info and add new verification methods (when you are able to sign in).
• About the “30 days” message after changing security info 
  • Security-info changes can introduce delays/protection measures, and when you can’t complete verification you must use fill in the account recovery form . 
• Please contact Microsoft Support if all steps fail: 
  • Visit Contact - Microsoft Support 
  • Type a brief description of your issue in the search box   
  • Scroll down to the bottom > select Sign in to contact support   
  • Log in to another available personal Microsoft account.    
  • Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm.   
  • Click "Chat with a support agent in your web browser" (during business hours)  

Thank you for understanding. 

Answer 2

It sounds like you're experiencing multiple issues with signing into your Outlook account and restoring your Microsoft Authenticator backup. Here are some steps you can take to address these problems:

1. 404 Error on Sign-In: A 404 error typically indicates that the requested resource could not be found. This might be due to a temporary issue with the Outlook service or a problem with your account settings. Try the following:
   • Clear your browser cache and cookies, then attempt to sign in again.
   • Ensure that you are using the correct URL for Outlook and that there are no typos in your email address.
   • Check if there are any service outages reported by Microsoft that could be affecting your ability to sign in.
2. Authenticator Backup Restoration: If you are unable to restore your authenticator backup because you can't remember the email used, consider the following:
   • Check any other email accounts you may have for recovery codes or emails related to the authenticator setup.
   • If you have access to your laptop, try to recall any previous emails that might have been used for the authenticator setup. Look for any confirmation emails from Microsoft regarding the setup of two-factor authentication.
   • If you are unable to retrieve the recovery email, you may need to contact Microsoft support for assistance in recovering your authenticator account.
3. Changing 2FA Options: If you are trying to change your two-factor authentication settings but are being prompted for a code, you may need to wait for the 30-day period to expire if you recently changed your phone number. During this time, you might not be able to make changes to your security settings.
4. Using Password Only: If you prefer to use just your password without two-factor authentication, you will need to disable 2FA in your account settings. However, this may require access to your authenticator app or recovery codes. If you cannot access these, contacting Microsoft support will be necessary.

If these steps do not resolve your issues, reaching out to Microsoft support directly may be your best option, as they can provide specific assistance based on your account situation.

---

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
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A