Lost Access to Microsoft Authenticator

Question

Hello,

I previously signed out of my account on my old device, including the Microsoft Authenticator app. When I try to sign in on my new device, it asks for an Authenticator code. However, I currently do not have Microsoft Authenticator set up on any device, so I cannot generate the required code.

Because of this, I have completely lost access to my account. Could you please advise me on how I can regain access and set up Microsoft Authenticator on my new device?

Answer 1

Hello,

Thank you for reaching out.

Based on what you’ve described, it appears that your previous Microsoft Authenticator setup was removed when you signed out of your old device. Since the Authenticator app is no longer available on any device, you’re unable to generate the verification code required to sign in. This results in the loss of access to your account, as MFA is still enforced.

To resolve this, you will need to have your Multi‑Factor Authentication (MFA) reset by yout IT Support team. Once the MFA method is cleared, you will be able to sign in again and set up Microsoft Authenticator on your new device.

Answer 2

To regain access and set up Microsoft Authenticator on a new device, the steps depend on whether there is still any other verification method or security info available on the account.

1. If at least one other verification method still works (email, SMS, alternate phone):
   1. Go to the Advanced security options page for the Microsoft account and sign in with the password.
   2. When prompted for verification, choose a method that is still accessible (for example, SMS or email).
   3. After signing in, under Ways to prove who you are, select Add a new way to sign in or verify and add a new method (for example, SMS, alternate email) so there is a backup.
   4. Remove any old methods that are no longer usable (such as the old Authenticator registration) by expanding them and selecting Remove.
   5. Install Microsoft Authenticator on the new device and add the account again using the updated sign-in and verification methods.
   This flow is described under “If you know your password, but have lost access to some, but not all, of your security info.”
2. If all security info is lost (no Authenticator, no usable phone/email codes):
   1. Start sign-in to the Microsoft account as usual.
   2. At the Verify your identity prompt, select I don't have any of these.
   3. Follow the instructions to replace the security info. This is an account recovery process.
   4. After completing the process, there is a mandatory 30‑day wait before normal sign-in is allowed. During this period, do not attempt to change all security info again.
   5. After the 30 days, sign in, go to Advanced security options, add new verification methods, and then set up Microsoft Authenticator on the new device.
   This flow is described under “If you know your password, but have lost access to all your security info.”
3. If the password is also not known and no security info is accessible:
   1. Use the Microsoft account recovery form as documented.
   2. Submit the recovery request and follow the instructions provided.
   3. Once access is restored, add new security methods and then configure Microsoft Authenticator on the new device.

While waiting for recovery or after regaining access, it is recommended to:

• Keep at least two different verification methods configured (for example, Authenticator plus SMS or email).
• Avoid removing all existing security info at once, as this can trigger a 30‑day restriction.

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References:

• Troubleshoot Microsoft verification code issues
• How to go passwordless with your Microsoft account