How to fix authenticator asking for code

Question

what to do when i get a new phone and the authenticator asks for a code when i try to log in the new phone but i dont have the old phone anymore

Answer 1

When the old phone with Microsoft Authenticator is gone, the app on the new phone cannot generate codes until the sign-in and security info are reset. The next steps depend on what backup or alternative methods are available.

1. Try any alternative verification method

• On the sign-in screen, when asked to approve with Authenticator, choose I don't have my Microsoft Authenticator app (or similar).
• If offered options like Text, Call, or Email, pick one that is still accessible.
• If the phone number or email on file is outdated or inaccessible, choose I don't have any of these and follow the prompts to update backup security info.
  • This is the documented path when old security info cannot be used anymore.

2. If using a personal Microsoft account and codes (SMS/email) are not arriving

• Follow the guidance in Troubleshoot Microsoft verification code issues to:
  • Confirm or add new security info when prompted.
  • Use I don't have any of these if the listed phone/email cannot be used.

3. If this is a work or school (business) account

• If there is an IT/admin team:
  • Contact the organization’s Microsoft 365/Entra ID administrator and ask them to reset multifactor authentication (MFA) for the account in the Entra admin center. After reset, sign in again and set up Authenticator on the new phone.
• If this is a business tenant and there is only one admin (and that admin is locked out):
  • Contact Microsoft support by phone and ask for the Data Protection team to help reset the admin’s authentication methods, as described in the Q&A references.

4. If completely locked out of all methods

• For personal accounts: use I don't have any of these during sign-in and complete the account recovery flow as prompted.
• For business accounts with a single admin: follow the Data Protection route via Microsoft support as above.

After access is restored and sign-in succeeds on the new phone:

1. Install Microsoft Authenticator on the new device.
2. Sign in and add the account again when prompted during MFA setup.
3. Remove any old devices or passkeys that no longer apply from the account’s security settings so future prompts go only to the current phone.

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References:

• Troubleshoot Microsoft verification code issues
• Microsoft Authenticator FAQs
• 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A