Cannot use Microsoft Authenticator on my new device. No access to old device.

Question

Per title. I cannot login to any services. I have been speaking with Microsoft tech support via chat on two occasions and they can't help me. This is impacting my ability to run my business and is very urgent. I have Authenticator inctalled on my new phone and logged in with the same account but the 'approve sign in requests' are not coming through to this phone. pleaes help urgently.

Answer 1

The sign-in approvals are still going to the device where Microsoft Authenticator was last used, which is why the new phone is not receiving them.

Follow these steps:

1. If the old phone is still available:
   • Turn it on and connect it to the internet.
   • Open Microsoft Authenticator on the old phone.
   • Approve the pending sign-in request there.
   • Once signed in, remove the old device from your account security settings and reconfigure Microsoft Authenticator on the new phone so future prompts go only to the new device.
2. If the old phone is not available:
   • During sign-in, choose a different verification method (for example SMS) if it is offered, and complete sign-in that way.
   • After signing in, update your security info to remove the old Authenticator registration and add the new phone.
3. To avoid this in future when changing phones:
   • Remove Authenticator from old devices as part of the phone migration.
   • Keep the device list up to date in the account security settings so notifications do not go to retired devices.

If none of the alternative verification methods are available and there is no access to the old device at all, recovery requires working directly with Microsoft support (Data Protection team) to reset authentication methods, as shown in the referenced cases.

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References:

• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A