Need help with Microsoft Authenticator

Question

I can't get into my authenticator app because I got a new phone, and nothing else I use it with is working or letting me. How do I reset it or turn it off so I can access my accounts? Can someone please call me and help me with this?

Answer 1

What is the phone number to call support for this.

Answer 2

There is no phone support from this channel, but the accounts can still be recovered depending on how they’re set up and whether this is a work/school or personal account.

Work or school (Microsoft 365 / Entra ID) account

1. Try an alternative sign-in method
   • On the sign-in page, after entering username and password, when prompted for verification, choose “Sign in another way” if it appears.
   • Use any other method that was previously configured (SMS, office phone, email, security key, etc.).
   • If this works, go to the Security info / Additional security verification page and add the new phone or Microsoft Authenticator again.
2. If no alternative method works
   • If this is a work/school account and there is an IT/admin team:
     • Contact the organization’s Help desk or Microsoft 365/Entra administrator.
     • Ask them to reset or clear MFA for the account (for example, “Require re-register multifactor authentication” in Entra ID). After they do this, the next sign-in will prompt to set up Authenticator again on the new phone.
   • If this is a business tenant and the user is the only global admin:
     • A Microsoft Data Protection / support case is required. Use the country-specific number from Customer service phone numbers - Microsoft Support (see the Q&A guidance in the references) and clearly state that this is a tenant admin locked out due to Authenticator/MFA and there is no other admin.
3. If the mobile device is lost or unavailable
   • Use any alternative method if configured.
   • If none exists, the organization’s Help desk must clear MFA settings so registration can be done again on the new device.

Personal Microsoft account (Outlook.com, Hotmail, etc.)

• Use the normal account recovery and password reset flow and, where possible, choose a different verification method (SMS/email) that is still accessible.
• If Authenticator was the only method and no backup or alternative method exists, follow the account recovery guidance for personal Microsoft accounts; support agents cannot send verification codes or directly change security info.

General Authenticator notes for new phones

• If the old phone is still available and Authenticator opens:
  • On iOS, ensure iCloud backup for Authenticator is enabled and up to date, then install Authenticator on the new phone and restore from backup as described in the backup article.
• If the old phone is not available and there is no backup, Authenticator itself cannot be “reset” from the app; MFA methods must be reset on the account side (by the user via alternative methods or by an admin/support process as above).

Phone call support

• This forum and this assistant cannot place calls or access accounts.
• For business tenants where the only admin is locked out, the path is to call the regional Customer service phone numbers - Microsoft Support and have a ticket raised to the Data Protection team, as outlined in the referenced Q&A answers.

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References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• Back up your accounts in Microsoft Authenticator
• 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
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A