How to use the new phone to get the authenticator code for admin work email when authenticator APP installed on my old broken phone?

Question

I can't log in to the authenticator APP with my new phone. It requests to use the personal count, but when I use my personal count, how to get my work authenticator code?

I have my work mail and pass word, but I can't login Power BI on PC for it requested my authenticator code which I don't get it on my new phone, maybe the code is sent to my old phone but its screen is dead, so I can't turn it on.

I feel so depressed when I log in to the authenticator app with my working email while it alerts me, "Do not login the working account. Man, I need the code for my working account, which is also the admin account. Why can't I get a code to my phone and to my working email?

By the way, my working email is [Moderator note: personal information removed]@marisfrolg.com,or send to my personal email:[Moderator note: personal information removed]@gmail.com

Answer 1

Dear @Ellen Vape,

Welcome to Microsoft Q&A. 

I’m very sorry to hear about the difficulties you’re experiencing signing in after your phone was damaged.

Microsoft Authenticator works differently from email or password sign‑in. When multi‑factor authentication (MFA) is enabled, the verification is tied to a previously registered device, not simply to your username or email address. This is why installing the Authenticator app on a new phone does not automatically generate codes for your work account. The new phone must first be registered as an approved authentication device, which unfortunately cannot be done without completing MFA on the old device.

You also mentioned that the Authenticator app asks you to sign in with a personal account and does not allow you to sign in with your work account. This behavior is expected. Signing in to the Authenticator app itself (often with a personal Microsoft account) is only used for app management or backup and does not control where MFA codes are sent. MFA codes or approval requests are never delivered by email or password for administrator accounts, as this would significantly weaken security and could allow unauthorized access.

If your organization has another Global Administrator, that admin can sign in to the Microsoft 365 admin center and reset MFA for your admin account, reconfigure Microsoft Authenticator on your new phone, and restore your ability to manage purchases, billing, and services.

Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

Please also note that this forum is a user‑to‑user support space. Forum moderators do not have access to user accounts and are unable to reset passwords, change authentication methods, or intervene in sign‑in issues.

Therefore, if you are the only administrator in your organization and no other Global Admin is available, you will need to contact Microsoft 365 Support directly to recover access. Microsoft has a secure identity‑verification and account‑recovery process for situations where the only admin is locked out due to MFA device loss. After your ownership is verified, they can assist with resetting MFA and restoring administrative access.

Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: Authenticator. 

A: What products do you use? 

B: Office 365 for business. 

Verification: Education or company account? 

B: For companies 

A: Are you an administrator? 

B: Yes. 

A: Are there any other administrators in your organization? 

B: No. 

A: I need one.... Service request? 

B: Yes 

  If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead. 

 

If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans | Microsoft. This would allow you to create a new tenant following the provided prompts. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.  

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.  

I understand that this entire process can feel long and complicated, and I truly appreciate your patience while working through it. These steps are in place to protect the security of your account, so I hope you can understand why they are required. I sincerely hope you’ll be able to regain access to your account soon. If you need help at any point, or if you have any questions during the process, please feel free to reach out, I’m always here and happy to assist.  

Thank you again for your understanding and patience. 

Warm regards, 

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