Authenticator Verification process

Question

I have multiple emails that require authentication to login, I just purchased a new phone which now means the authenticator is installed on the new phone. The phone number attached is a business number which does not receive text messages and the codes will not validate without being signed in. How can I access this email with no other way to update phone or email method?

Answer 1

Because the existing verification methods (business phone that cannot receive SMS and Authenticator on the old device) are not usable, the only available paths are to use an alternative sign-in method if one exists, or have an admin reset the multifactor settings.

Use any alternative method if configured:

1. On the sign-in screen, when prompted for Microsoft Authenticator, choose options like I don't have my Microsoft Authenticator app or I don't have a code.
2. If another method (backup email, SMS to a different number, etc.) is listed, select it and complete verification.
3. After signing in, immediately add a new method that works on the new phone (for example Microsoft Authenticator on the new device) and remove the unusable business phone from your security info. For personal Microsoft accounts, this is done from the Security tab at https://account.microsoft.com/security → Manage how I sign in → Add a new way to sign in or verify.

If no alternative method works:

1. On the verification screen, select I don't have any of these and follow the prompts. This starts the account recovery / security info reset flow so new security info can be added once Microsoft verifies identity.
2. Be aware that support agents cannot send verification codes or directly change security details for protection reasons.

If this is a work or school (Microsoft Entra / Microsoft 365) account and there is no alternative method:

1. Contact the organization’s Help desk or Microsoft 365/Entra administrator.
2. Ask them to clear or reset multifactor authentication settings for the account in the Microsoft Entra admin center. After that, the next sign-in will prompt to re-register Microsoft Authenticator on the new phone and/or add new security methods.

If the device with Authenticator was lost or replaced:

• For work or school accounts, the documented options are:
  • Sign in using a different method (if any exist), or
  • Ask the organization’s Help desk to clear the MFA settings so registration can be done again on the new phone.

If none of the above are possible and there is no admin (for a personal Microsoft account), the only remaining option is to go through the recovery path by choosing I don't have any of these and completing the identity verification process.

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References:

• Common problems with two-step verification for a work or school account
• Troubleshoot Microsoft verification code issues
• Microsoft account security info & verification codes
• Microsoft authenticator sending me into a spiral - Microsoft Q&A