New phone - issues with authenticator

Question

I can't remember my password for windows (different account, this is my work email), and always just used the authenticator.
I have access to my recovery email (this work email) and my phone but I can't use either method to change the password, I'm in this loop of doing one, then having an issue with either recieving a text or the email. Now im just locked out. I need access to my authenticator so many of my accounts.

Please help.

Answer 1

Because the work account is protected by two-step verification and the existing methods (Authenticator, phone, email) are not working, the only way to regain access is through the organization’s IT/admin support or, if already locked by automated protection, to wait out the lock and then update security info.

Use these steps:

1. Stop repeated attempts
   • Multiple failed sign-ins and verification attempts can trigger Microsoft Entra multifactor authentication protections and temporarily block sign-in or code delivery. When this happens, wait before trying again or use a different MFA method if one is available.
   • If you keep requesting codes or retries, the system may continue to block or delay codes.
2. Try alternative verification options
   • On the sign-in screen, when asked for a verification code, look for options such as:
     • “I don’t have a code”
     • “I don’t have any of these”
   • Selecting these can trigger an alternate recovery path or allow replacing security info if at least one working method is still available.
3. Check for common verification issues
   • If SMS codes are not arriving:
     • Ensure the phone is not blocking texts from unknown numbers.
     • Confirm the phone number on the account is a mobile number (not VOIP) and is entered correctly.
     • Avoid repeated requests for codes to different numbers or emails, as this can cause blocking.
   • If email codes are not arriving:
     • Check the junk/spam folder for messages from an @accountprotection.microsoft.com address and mark it as a trusted sender.
4. If completely locked out of the work account
   • For a work or school account, only the organization’s IT administrator or Help desk can clear MFA settings or reset methods. Contact the Help desk and explain that access to the Authenticator and other MFA methods is lost and that sign-in is blocked after multiple attempts.
   • The admin can:
     • Clear MFA settings so registration can be done again on the new phone.
     • Review Microsoft Entra sign-in logs if there is any suspicion of unusual or malicious activity.
5. If still not receiving codes after waiting
   • If codes are still not delivered after waiting out any temporary block, another method must be used, or access to the listed phone/email must be restored. Support agents are not allowed to send verification codes or directly change security info for protection reasons.

Until the work account is recovered through IT/admin, the Authenticator accounts that depend on that identity cannot be restored on the new phone.

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References:

• Common problems with two-step verification for a work or school account
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A