RE- Authenticator app set up

Question

I’m currently unable to access my account through the authenticator app on my mobile device. I recently purchased a new phone, and it appears that my authenticator app is no longer linked to my account.

Could you please assist me with setting it up again or advise on how I can regain access? i have already generated case yesterday case Number is Case -[Moderator note: Personal information removed]

Answer 1

Hello @Parul Khosla, 

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Answer 2

To use Microsoft Authenticator on the new phone and regain access, follow the steps that match the current situation.

1. If the old phone is still available

• On the old phone:
  1. Make sure iCloud Drive, iCloud Keychain, and iCloud Backup are enabled.
  2. In the Saved to iCloud list, search for Authenticator and turn on the toggle for Authenticator.
  3. Ensure Microsoft Authenticator is updated to version 6.8.33 or later.
  4. Open the Authenticator app at least once.
• On the new phone:
  1. Install Microsoft Authenticator from the app store.
  2. If the backup does not appear, uninstall and reinstall the Authenticator app.
  3. The backup should then appear for restore.

2. If the old phone is not available or backup cannot be restored

• Sign in to the account’s security/MFA management page from a device where access is still possible (for example, a signed-in browser session) and reconfigure MFA:
  1. Go to the Additional security verification or Security info page for the account.
  2. Remove the old phone or old Authenticator method from the list of sign-in methods.
  3. Choose Add sign-in method and select Phone or Microsoft Authenticator.
  4. Install Microsoft Authenticator on the new phone and follow the prompts (scan QR code or approve sign-in) to link it again.

3. If locked out and unable to manage MFA settings

• For a work or school account where no admin can reset MFA:
  • If this is the only admin account on the tenant, contact Microsoft support and ask for the Data Protection team to help with an admin/MFA reset, as described in the referenced guidance. Use the existing support case number when speaking with support so they can continue working from that case.
• For a personal Microsoft account where backup cannot be accessed:
  • Use the Microsoft account sign-in helper to regain access to the backup account.
  • If Authenticator credentials still cannot be restored, re-add accounts manually following the documented steps.

4. If a passkey is involved

• If sign-in uses a passkey and it no longer works on the new device:
  1. Remove any obsolete passkeys from the Authenticator app and from the account.
  2. Set up a new passkey on the new device, then delete old passkeys from the account.

Because a support case is already open (Case -[Moderator note: Personal information removed]), the next action is to continue working with Microsoft Support on that case, especially if no admin is available to reset MFA or if full tenant/admin recovery is required.

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References:

• Microsoft Authenticator FAQs
• Restore account credentials from Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot signing in with a passkey
• 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
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A