Hi, please reset my MFA / Microsoft Authenticator for my account. I changed phones and cannot sign in. My email: <Mod remove PII> @makariossolutionsint106.onmicrosoft.com

Question

Hi, please reset my MFA / Microsoft Authenticator for my account.

I changed phones and cannot sign in.

My email: <Mod remove PII> @makariossolutionsint106.onmicrosoft.com

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Dear Willie Roos,

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

If you have an issue with Multi-Factor Authentication (MFA), please ask for support from the Global admin in your organisation, who can assist you with resetting MFA as follows:

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com
• Navigate to Users > All Users.
• Select the affected account.
• Go to Authentication Methods.
• Click "Revoke multifactor authentication sessions" and then select "Require re-register multifactor authentication".
  • 

Once this is completed, you should be able to sign in again and set up MFA on your new phone.

I hope the information above is helpful. If you have any further questions, please feel free to reach out.

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Answer 2

MFA and Microsoft Authenticator cannot be reset from here. The reset must be done either by an administrator in the tenant or by Microsoft support, depending on the type of account and how many admins exist.

Follow the path that matches the situation:

1. If this is a work/school (Microsoft 365/Entra ID) account and there is another admin

• Contact the Global/Entra admin in the organization and ask them to reset MFA for the account.
• The admin should follow the documented steps to Require re-register multifactor authentication for the user so that MFA methods can be configured again on the new phone. See: manage user authentication options in Entra ID.

2. If this is a work/school account and this account is the only Global Admin

• A self-service reset is not possible; Microsoft must verify identity and reset access.
• Call Microsoft Support using the appropriate number from Customer service phone numbers - Microsoft Support and request the Data Protection team to help reset the authentication methods for the tenant admin account.
• During the call, clearly state that:
  • This is an Office 365/Microsoft 365 for business account.
  • This account is the only administrator.
  • Access to Microsoft Authenticator was lost due to a phone change and MFA needs to be reset.

3. If this is a personal Microsoft account (for example, outlook.com, hotmail.com)

• Use the sign-in helper and account recovery flows instead of admin reset:
  • Start with the Sign-in Helper from the “I can't sign in to my Microsoft account” article.
  • If prompted for security info that is no longer accessible, choose I don't have any of these and follow the prompts to update security info as described in the verification code troubleshooting article.

4. If there is an alternative sign-in or verification method configured

• When prompted for Microsoft Authenticator during sign-in, choose Sign in another way (if available) and use SMS, phone call, or another method.
• After signing in, go to the Security info / Additional security verification page and:
  • Remove the old phone/app registration.
  • Add the new phone number and reconfigure Microsoft Authenticator on the new device.

If none of the above paths work and there is no other admin, the only supported option is to work with Microsoft Support/Data Protection as described.

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References:

• I can't sign in to my Microsoft account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Troubleshoot Microsoft verification code issues
• Set up a phone call as your verification method
• Change the email address or phone number for your Microsoft account
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• 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
• Having problems getting text codes to confirm my account - Microsoft Q&A