Authenticator app issues

Question

I can't verify my auntheticater app as I've changed phone so can get onto anything

Answer 1

Hi MURPHY, FREYJA

I understand you are having problem with verifying Microsoft Authenticator after changing your phone, so you can’t sign in. 

To point you to the correct recovery path, please confirm: 

• Is this a personal Microsoft account (Outlook.com/Hotmail/Live/MSN) or a work/school account?  
• Did you switch device type (iPhone > Android or Android > iPhone)? Authenticator backup/restore only works on the same device type.  
• Do you still have access to the old phone, or any other sign-in method on the account (SMS/recovery email)?  

I would love to hear from you. Have a lovely day!

Answer 2

To regain access after changing phones, follow these steps depending on the type of account and what is still accessible.

1. If still signed in on another device (PC or old phone)

• Go to the Microsoft account security page: account.microsoft.com/security.
• Use the existing signed-in session to:
  • Remove the old phone as a sign-in method.
  • Add a new sign-in method (phone number SMS or call) and then reconfigure Microsoft Authenticator on the new phone.

2. If the old phone is still available

• Install/open Microsoft Authenticator on the old phone.
• Approve the sign-in request there.
• Then go to the security info page and:
  • Remove the old device from the list.
  • Add the new phone (Authenticator or SMS) as a method.

3. If there is another admin (for work/school accounts)

• Ask the tenant/global admin to reset MFA for the account in Microsoft Entra Admin Center by using “Require re-register multifactor authentication” for the user.
• After reset, sign in again and set up Authenticator on the new phone.

4. If this is a business account and there is no other admin

• Contact Microsoft support and ask to be routed to the Data Protection team to recover the only admin account, as described in the Q&A guidance.
• If needed, create a temporary trial tenant, go to the Microsoft 365 admin center for that tenant, and open a support ticket requesting Data Protection help for the original locked tenant.

5. If using a personal Microsoft account and no method works

• Use the “I don’t have any of those” or account recovery options on the sign-in page and follow the prompts to reset security info.

If an “Authentication did not complete” message appears while trying to use Authenticator on the new phone, ensure:

• The app is unlocked.
• Notifications are enabled for Authenticator.
• The latest version of the app is installed.
• The phone has a working internet connection and correct date/time.

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References:

• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• I have a new mobile phone and I want to add it to MFA
• 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A