Authenticator logged me out

Question

I got a new phone. Authenticator logged me out and now I can’t access my account with the code but because authenticator logged me out I can’t get the code. What am I supposed to do?

Answer 1

Follow these steps depending on what alternative sign-in options are available.

1. Try another verification method

• If the account has other MFA methods configured (SMS, phone call, email, security key, etc.), choose “I don’t have my Microsoft Authenticator app” or similar on the sign-in screen.
• When prompted, select an alternative method (for example, SMS or email) and complete sign-in using that method.
• After signing in, go to your Security info / Additional security verification page and:
  • Remove the old Authenticator registration.
  • Add Microsoft Authenticator again on the new phone by following the steps in Download and install the Microsoft Authenticator app.

2. If this is a work or school account and another method doesn’t work

• If still signed in on a computer/browser session, use that session to update security info and re-register Authenticator as above.
• If completely locked out and this is a work/school (Entra ID) account:
  • Contact the organization’s Help desk or Microsoft 365/Entra admin and ask them to clear/reset MFA settings for the account.
  • After they reset MFA, sign in again and you will be prompted to set up Authenticator on the new phone.

3. If this is a business account and you are the only admin

• If there is no other admin who can reset MFA and no alternative sign-in method works, contact Microsoft support and ask for the Data Protection team to help with an admin MFA reset, as described in the referenced Q&A answers.

4. If this is a personal Microsoft account and no method works

• Use any still-signed-in session (Windows, Outlook, browser) to go to the account’s security info page and update/remove the old Authenticator method, then add it again on the new phone.
• If there is no active session and no working method, follow the account recovery flow presented on the sign-in page.

Once access is restored, consider adding multiple MFA methods (Authenticator, SMS, backup email, security key) so a future phone change does not lock you out.

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References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• Troubleshoot signing in with a passkey
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A