Unable to log into Outlook or use authenticator on a new iphone

Question

I recently purchased a new iPhone. Tried logging into my outlook since it was backed up by the iCloud, and kept getting reverted back to the authenticator app. When trying to verify my credential in authenticator app, it keeps asking for an authenticator code from the auth app but it is not giving me a code. I removed both apps and reinstalled and still coming across the same issue. I am unable to log into outlook with the authenticator app. Any one have suggestions on how to fix this? I also can't link my outlook to my mail app as an alternative option.

Answer 1

Follow these steps based on the type of account and device setup.

1. If this is a Microsoft personal account (Outlook.com, Hotmail, Live)
   • Use the Microsoft account sign-in helper to diagnose and fix sign-in issues: go to the sign-in helper via the Start link in the article and enter the email or phone used for the account. It will detect problems and guide through recovery steps, including password reset or security verification if needed.
   • If recurring prompts or failures continue in Outlook for iOS, ensure the latest Outlook app is installed from the iOS App Store, as older versions may not meet updated security requirements.
2. If this is a work or school (Microsoft 365) account
   • If self-service password reset is enabled, go to the Reset password page referenced in the article and follow the steps to reset the password and reconfigure sign-in.
   • If self-service reset is not enabled or MFA is blocking access because the old Authenticator registration is still in place, contact the organization’s IT/global admin and request an MFA reset or “Require re-register MFA” for the account so that new methods (including the new phone’s Authenticator) can be set up.
3. If Outlook is connecting to a non-Microsoft mailbox (e.g., iCloud) in Outlook for iOS
   • For iCloud accounts with two-step verification enabled, generate an app-specific password:
     1. Go to My Apple ID at appleid.apple.com.
     2. Select Manage your Apple ID and sign in.
     3. Select Password and Security.
     4. Under Two-Step Verification, complete setup if not already enabled.
     5. In Password and Security, select Generate an App-Specific Password.
     6. In Outlook for iOS, add the iCloud account using this app-specific password instead of the normal Apple ID password.
4. If trying to use Apple Mail as an alternative and it will not connect
   • Remove the Outlook.com/Microsoft account from Apple Mail:
     1. On iPhone, go to Settings > Mail > Accounts.
     2. Tap the account and choose Delete Account.
   • Add it back using Modern Authentication:
     1. Go to Settings > Mail > Accounts > Add Account.
     2. Choose Outlook.com (do not configure it as generic IMAP/POP).
   • If it still fails, remove the account again, then:
     1. Go to Settings > Safari > Clear History and Website Data.
     2. Reboot the iPhone.
     3. Add the account again as Outlook.com and complete the sign-in flow.
5. If the Authenticator app itself is blocking sign-in on the new phone
   • If access to the account is still available on a PC browser, sign in there and update security info/MFA methods (for example, add SMS or alternate email) and then re-register the Authenticator on the new phone.
   • If locked out and the account is a work/school tenant where the user is the only admin, the documented path is to contact Microsoft’s Data Protection team via the global customer service phone numbers and request an admin/MFA reset for the tenant, as described in the referenced Q&A answers.

If none of the above works and there is no admin who can reset MFA, direct support from Microsoft (via phone support or a support ticket as described in the Q&A content) is required to regain access.

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References:

• Can't sign in to the Outlook mobile app
• iCloud accounts: 2 step authentication/App-specific password troubleshooting
• Outlook and other apps are unable to connect to Outlook.com when using Basic authentication
• Modern Authentication Methods now needed to continue syncing Outlook Email in non-Microsoft email apps
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - 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