Authenticator

Question

Lost my phone and it won’t let me log ing to the Authenticator, and thought I fixed it and I swear it’s sending the code to my old phone, I need help have school Monday

Answer 1

If the verification code is going to the old phone or the old Authenticator app, the sign-in is still tied to that device. Use one of these options depending on what is available on the sign-in screen.

1. Try another verification method

• When prompted for the Authenticator code or approval, look for a link such as “I don’t have my Microsoft Authenticator app” or “Sign in another way”.
• Choose an alternative method (SMS, email, office phone, or security key) if any are listed.
• Complete sign-in using that method.
• After signing in, update your security info so codes no longer go to the old device:
  • Remove the old phone/Authenticator from your security info.
  • Add the new phone and set up Microsoft Authenticator again.

2. If the push is going to an old phone

• This happens when the Authenticator app is still active on an older device and the push goes there instead of the new phone.
• If the old phone is still physically available and can connect to the internet, open the Authenticator app on it and approve the sign-in.
• Once signed in, remove the old device from your security info and re-register Authenticator on the new phone so future prompts go to the new device.

3. If no alternative method works and the old phone is gone

• For a school (work or school) account, contact the school’s IT help desk or administrator and ask them to clear/reset your MFA settings. They can:
  • Clear your authentication methods.
  • Require you to re-register MFA.
• After they reset it, sign in again and set up Authenticator on your new phone.

4. If you are completely locked out and are the only admin (for example, on a small tenant)

• The documented path is to contact Microsoft Support and have the case escalated to the Microsoft Data Protection team so they can verify identity and reset MFA for at least one account. This is used when there is no other admin and no working second factor.

Until the old device is removed and MFA is reset or re-registered, the system will continue trying to use the old Authenticator, which causes the loop being seen.

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References:

• Microsoft Authenticator FAQs
• 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
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A