I transferred my info to a new phone and I cannot set up the authenticator app

Question

I switched phones and I tried signing in to my business email in outlook like I had it on my previous phone but I cannot get past the authenticator request. I am also not sure if I got locked out due to several unsuccessful attempts

Answer 1

Follow these steps based on whether there is another way to sign in and whether there is an admin who can help.

1. Try any alternative sign-in method

• On the sign-in screen where Authenticator approval is requested, look for options like Use a different verification option, I don’t have my Microsoft Authenticator app, or I don’t have a code.
• If SMS or email is configured for the account, choose that method and complete sign-in.
• If verification codes are not arriving:
  • Avoid repeated requests; too many attempts can cause a temporary block where codes are not sent.
  • Check if the phone blocks texts from unknown numbers and that the number/email shown (masked) is correct.
  • If using email, check the junk folder for messages from @accountprotection.microsoft.com.
  • If a VOIP number was used, it will not work; only mobile numbers are supported.

2. If still not getting codes

• A temporary block or regional SMS issues may delay or prevent codes. These usually clear automatically after some time.
• Once able to sign in using any working method, go to the Security info page for the work/school account and:
  • Add a new phone number or method.
  • Reconfigure Microsoft Authenticator on the new phone.

3. If locked out and this is a business/organization account

• If an organization admin is available:
  • Ask the admin to go to Microsoft Entra admin center → Users → All users → [your account] → Authentication methods → Require re-register multifactor authentication so MFA methods can be set up again on the new phone.
• If there is no other admin and this is the only global admin account:
  • A tenant lockout requires Microsoft’s Data Protection team to restore access.
  • Call Microsoft Support using the regional customer service phone number and request a service ticket for Authenticator / Office 365 for business / company account / global admin locked out with MFA so the Data Protection team can verify identity and help regain access.

4. If still signed in somewhere (e.g., on a computer)

• While access is still available in a browser or desktop app, immediately:
  • Go to the account’s Security info page and add another MFA method (phone, email, or new Authenticator registration).
  • Remove the old phone/Auth­enticator entry so future prompts go only to the new device.

If none of the above options are available and there is no other admin, only Microsoft Support (via a Data Protection case) can restore access to the business tenant.

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References:

• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot problems with Microsoft Authenticator
• 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
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A