authenticator cant access it on phone

Question

i bought new phone trying to transfer all my emails over to new phone, but asking me to add account then email, then says get a code from authenticator app which i dont have that

Answer 1

Hi sheila meaton,

Welcome to Microsoft Q&A.

From your description, this usually happens when you sign in to Outlook on a new Android phone and the account is protected by two‑step verification, with Microsoft Authenticator set as the primary approval method. Since the new phone can’t yet access the Authenticator codes, the sign‑in gets blocked.

Here are the supported options to regain access:

1. Use a different verification method (if available)

On the code request screen, tap “Use a different method” (this link can be small or easy to miss). If it’s available, select Text (SMS) or Email to receive a one‑time code instead.

2. Restore Microsoft Authenticator on the new phone

If you had backup enabled on your old phone:

• Install Microsoft Authenticator on the new Android device
• Choose Restore during setup
• Sign in with the same personal Microsoft account that was used for the backup

If backup was enabled before, your accounts and codes should be restored automatically.

Note: Authenticator backup and restore works for personal Microsoft accounts. It does not restore work or school accounts.

3. Update security info from a web browser

If you can sign in on a browser:

• Go to https://outlook.live.com
• Open Microsoft account > Security
• Add or update backup verification methods (phone number or alternate email)

Make sure these methods are accessible on your new phone.

To help guide the next step, could you please clarify:

• Is this an Outlook.com / Hotmail / Live (personal) account, or a work/school account?
• Do you still have access to the old phone or old phone number?
• What is the exact message shown on the verification screen?

Once I have that information, I can provide more targeted guidance.

Please let me know if this proves useful to you, or if you would like further assistance.

I'm looking forward to your reply.

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Answer 2

To access Outlook on the new phone when the Microsoft Authenticator app is on the old phone, another verification method or an MFA reset is required.

Use these options, depending on the type of account:

1. For a personal Microsoft account (e.g., Outlook.com)

• Go to the Microsoft account Security page: https://account.microsoft.com/security.
• Under Manage how I sign in, check what other sign-in/verification methods are configured (email, SMS, etc.).
• Use one of those alternative methods to sign in and then:
  • Either temporarily turn off two-step verification, or
  • Add the new phone as a method (phone number or new Authenticator instance) and complete setup.
• After the new phone is working, remove the old phone/Auth app from the security info so future prompts go only to the new device.

2. For a work or school (Microsoft 365) account

• If any other MFA method is configured (SMS, phone call, backup email), choose I can’t use my app right now or similar on the sign-in screen and select that other method.
• Once signed in, go to the Additional security verification / Security info page and:
  • Delete the old phone entry.
  • Add the new phone (SMS/phone) and install Microsoft Authenticator on the new device.
• If there is no alternative method and this is a work/school account, the organization’s Microsoft 365/Entra administrator must reset MFA for the account so it can be registered again on the new phone.

3. If stuck in a loop where only Authenticator is accepted

• For business/tenant admin accounts where there is no other admin, recovery must be done by Microsoft’s Data Protection team via a support case, as described in the referenced Q&A threads. This is required when the only MFA method was the old Authenticator and the device is no longer available.

Once an alternative method works and access is restored, install Microsoft Authenticator on the new phone and add the account again following the standard setup steps so future Outlook sign-ins on mobile can be approved from the new device.

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References:

• How to add your accounts to Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication
• Microsoft Authenticator FAQs
• Frequently asked questions about Microsoft Entra multifactor authentication
• Microsoft authenticator sending me into a spiral - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A