How to get rid of authenticator

Question

I can’t login to teams or word Ona new phone because my authenticator app isn’t working how do i get rid of it

Answer 1

Hi @Bella Shaw,

Thank you for posting your question in the Microsoft Q&A forum, and I'm sorry to hear that you're having trouble accessing your account.

Changing to a new phone often triggers this issue because your Multi-Factor Authentication (MFA) settings usually need to be reset. When you switch devices or reinstall the Microsoft Authenticator app, your new phone isn’t automatically configured for authentication. Since the app is still tied to your previous device, you’re unable to receive authentication codes on the new one, which is why you can’t access your account right now.

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As the account type has not been specified, I may not be able to provide an exact solution. If you are using a work or school account, please refer to the following steps intended for end-users.

Should you be an administrator addressing an Authenticator-related issue, kindly inform me so that I can provide guidance tailored to administrative role.

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If you are using a work or school email address, the MFA settings are managed by your school's IT department. For assistance with resetting or removing your MFA, you will need to contact them directly to resolve this.

To regain access to your account, specifically ask them to “Reset my MFA settings or allow me to re-register for MFA". This is a standard request, and your school's IT team should be able to assist you with it.

You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.

Once your school's IT team has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

If you find my post helpful, kindly consider upvoting it. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.

Thank you for your kindness and contributions to the forum.

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Answer 2

To stop Microsoft Authenticator being required and get back into Teams/Word on the new phone, the sign-in methods on the account must be changed or reset. The exact steps depend on whether this is a school/work (education) account and whether an admin is available.

1. Try another verification method (if available)

• On the sign-in screen where Authenticator is requested, look for options like Use a different verification option, I can’t use my Microsoft Authenticator app right now, Text, or Call.
• If SMS or phone call works, sign in and then:
  • Go to https://aka.ms/mysecurityinfo
  • Delete the Authenticator app sign-in method from the list.
  • Add a new method (phone, email, or re-add Authenticator on the new phone).

2. If this is a school/education account and there is an IT admin

• Contact the school/organization IT helpdesk and ask them to reset MFA for the account.
• They should:
  1. Go to Microsoft Entra admin center → Users → All users → select the user.
  2. Open Authentication methods.
  3. Select Require re-register multifactor authentication.
• After that, sign in again; the system will prompt to set up MFA from scratch on the new phone (and the old Authenticator registration will effectively be removed).

3. If the account is a business/education account and there is no other admin

• If the user is the only administrator for the tenant and is locked out because of Authenticator, the only supported path is via Microsoft Support/Data Protection team.
• Call the regional Customer service phone number and, when prompted by the automated system, clearly indicate:
  • The problem is with Authenticator and Office 365 for business/education.
  • It is a company/education account.
  • The caller is the only administrator.
  • A service request is needed so the Data Protection team can reset MFA.
• Data Protection will verify identity and can remove/reset the Authenticator requirement on the account.

4. If Authenticator is still installed on an old device

• If the old phone still works and has Authenticator signed in:
  • Open Authenticator on the old phone and approve the sign-in request.
  • Then go to https://aka.ms/mysecurityinfo and remove the old Authenticator method.
  • Finally, add a new method (phone, email, or Authenticator on the new phone).

5. Removing Authenticator from the phone vs. from the account

• Deleting or resetting the Authenticator app on the phone alone does not remove it as a sign-in method. It must be removed from the account’s security info (https://aka.ms/mysecurityinfo) or by an admin/Data Protection as described above.

If none of the alternative methods (SMS, call, backup email) work and there is no admin to reset MFA, contacting Microsoft Support and asking for the Data Protection team is required to “get rid of” the current Authenticator requirement and regain access.

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References:

• How to go passwordless with your Microsoft account
• Can't set up MFA because five devices are already registered to use an authenticator app
• Troubleshoot problems with Microsoft Authenticator
• Microsoft Authenticator FAQs
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• 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