Log in issue

Question

Hi i have been using Microsoft authenticator app before to sign in to my outlook. However when i changed my phone, i have to reinstall the app again. Till then i am not getting any code sent to my authenticator app. Can you please help me

Answer 1

Follow these steps to regain access after changing phones:

1. If the old phone is still available
   • Open the Microsoft Authenticator app on the old phone.
   • Approve the sign-in request there.
   • After signing in, remove the old device from your account security settings so future notifications go only to the new phone. See the “How do I make sure notifications don't go to an old device?” section mentioned in the FAQ.
2. If the old phone is not available
   • During sign-in, choose a different verification method if one is configured (for example SMS or email code) instead of the Authenticator app.
   • Once signed in using that alternate method, update your security info and re-add Microsoft Authenticator on the new phone as a sign-in method.
3. If no alternate method works and codes never arrive
   • For a personal Microsoft account, use the sign-in helper tool from the verification-code troubleshooting article to diagnose sign-in issues: Sign-in helper.
   • If still blocked, follow the guidance under Need more help? in the verification-code troubleshooting article and choose another method or wait until you can access the phone or email listed. Support agents cannot send verification codes or change account details for security reasons.
4. If this is a work or school account
   • Use another sign-in method if available (SMS, email, or other configured MFA method).
   • If you cannot sign in at all, contact your organization’s help desk or Microsoft 365 administrator and ask them to reset your MFA settings (require re-register MFA) so you can set up Authenticator again on the new phone.

Also note that if push notifications seem missing on the new phone, they may still be going to the device where Authenticator was last used. Removing old devices and keeping the device list up to date in your account security settings prevents this.

If Outlook mobile is installed and supported for your scenario, it can also be used to get a one-time sign-in code instead of Authenticator by following the steps under How to use Outlook mobile to get a sign-in code.

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References:

• Microsoft Authenticator FAQs
• Using Outlook mobile to sign in
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account