how to fix authenticator app

Question

Hi! I'm trying to log back into my authenticator app but can't since I got a new phone a no longer have access to! I need to log in asap I've tried everything need to talk to representative

Answer 1

Hi @Abdurehman, Sarah

Thank you for posting your question in the Microsoft Q&A forum.

Related to Authenticator app, since you are using business account, here are some options I recommend you look through:

Option 1 (For normal user): If you are not and IT admin, ask your IT admin to reset your MFA, then you can register your new phone.

For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

Option 2 (For admin): Contact Microsoft Data Protection Support by Phone  

If you are the only administrator and are locked out, the most direct method is to call Microsoft's support line to raise a request for resetting your authentication method. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes  

This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

Option 3 (For admin): Create a trial tenant: https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-business-basic?msockid=3eb6980b5c6860e63a588d0c5d1761d6

After that you will be able to access to Microsoft 365 Admin Center to raise the ticket.

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.     

Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to. The support team will help you to create ticket on the affected tenant then later on the Microsoft Data Protection team will assist you.

Note: This process will take more time than usual (7-14 working days) for your account to get access again as Data Protection is always overwhelmed with the number of tickets. As I am forum moderator, I do not have access to Microsoft internal system to assist or push this process to be quicker.

On the other hand, if you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges. Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

I hope my information is helpful. Please give me any updates once you get this resolved.

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Answer 2

I am not a 360-business user this is for my city of Ottawa log in email so i'm not sure if im admin user or not. I tried contacting Microsoft support the toll line but after 1 failed attempt the line keeps redirecting me to online with no option of saying my issue

Answer 3

1. If the old phone is lost or unusable, but other methods exist
   • Use another method already configured on the account (SMS, email, or other MFA method) to sign in.
   • For a personal Microsoft account:
   • Go to Security > Advanced security options and remove the old Authenticator‑based methods tied to the lost phone.
   • Add Microsoft Authenticator on the new phone as a new sign‑in method.
   • If two‑step verification is enabled, two recovery methods may be required to complete sign‑in.

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I tried this option but still isn't working after using these steps

• Use another method already configured on the account (SMS, email, or other MFA method) to sign in.
• Go to Security > Advanced security options and remove the old Authenticator‑based methods tied to the lost phone.
• If two‑step verification is enabled, two recovery methods may be required to complete sign‑in.

NONE OF THESE OPTIONS are even showing up. I keep getting redirected to use code and when clicking other methods, it just codes again

Answer 4

To regain access when the Microsoft Authenticator app was on a lost/replaced phone, use backup or alternate verification and, if locked out of a business tenant as the only admin, contact Microsoft support/Data Protection.

1. If access to the old phone is still possible
   • Open Microsoft Authenticator on the old phone and approve the pending sign‑in.
   • Then remove that old device as an authentication method:
     • Sign in to the Microsoft account dashboard and go to Security > Advanced security options.
     • Under Ways to prove who you are, find the old device entry (for example, Send sign-in notification with the old device name) and remove it.
   • Set up Authenticator on the new phone and add it as a new sign‑in method.
2. If the old phone is lost or unusable, but other methods exist
   • Use another method already configured on the account (SMS, email, or other MFA method) to sign in.
   • For a personal Microsoft account:
     • Go to Security > Advanced security options and remove the old Authenticator‑based methods tied to the lost phone.
     • Add Microsoft Authenticator on the new phone as a new sign‑in method.
   • If two‑step verification is enabled, two recovery methods may be required to complete sign‑in.
3. If completely locked out of a work or school (business) account and you are the only admin
   • This is a tenant lockout scenario where only Microsoft’s Data Protection team can reset the admin’s MFA.
   • Call Microsoft Support using the regional Customer service phone numbers and have a frontline agent open a ticket to the Data Protection team for an admin MFA reset. When the IVR asks:
     • Problem: say Authenticator or lost account.
     • Product: Office 365 for business / company account.
     • Are you an administrator?: Yes.
     • Any other administrators?: No.
     • Do you need a service request?: Yes.
   • If reaching an agent is difficult, create a temporary trial Microsoft 365 tenant, sign in to its Admin Center, and open a support ticket from there requesting Data Protection help for the original tenant. After resolution, cancel the trial to avoid charges.
4. If locked out of a work or school account but there are other admins
   • Contact the organization’s IT administrator or help desk and ask them to reset the MFA methods for the account via the Microsoft Entra admin tools.
5. If seeing “Authentication did not complete” or similar errors
   • Ensure Microsoft Authenticator on the new phone is:
     • Unlocked (no app lock blocking prompts).
     • Using the latest version from the app store.
     • Allowed to show notifications.
     • On a working network (try switching Wi‑Fi/mobile data) and with correct date/time settings.

If none of the above works and there is no other verification method or admin available, only Microsoft support (Data Protection team) can restore access; a direct representative must be contacted as described.

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References:

• How to go passwordless with your Microsoft account
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• I cant log in to my business account because it is requiring Authenticator app which I do not have - 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
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Microsoft Authenticator FAQs