Can’t get a code for Authetificator App

Question

Hey, I got a new phone and don’t have my old phone with the authenticator app. I have to come in because of my work. I have all things to prove that this is my account, in the app comes that I have to give a code but I don’t have my other phone and on this phone no permission. Please help me.

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Moved from Microsoft Security | Microsoft Authenticator

Answer 1

Dear @Dilschad Omer,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, you got a new phone and authenticator app does not work because it was set up in your old phone.

Since your email is a business account, your company IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device.  As a forum moderator, I do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn  

In case you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact Microsoft Support team via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

IVR: What kind of problem are you worried about?

You: Admin account locked

IVR: What kind of product do you use?

You: Office 365 for business

IVR: Does it count for education or business?

You: For Business

IVR: Are you an admin?

You: Yes

IVR: Do you have another administrator in your organization?

You: No

IVR: Need a service request?

You: Yes

This should help you connect with a live support agent who can help you directly.

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
2. Select any plan and click Try for free.    
3. Complete the setup to create a new tenant.    
4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.
I hope information above can help you resolve the issue. Please feel free to reach out if you have any other questions.     

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Answer 2

Follow these steps based on the situation.

1. Check for any alternative sign-in methods

• On the sign-in screen, when asked for the code from Microsoft Authenticator, select “Sign in another way” (or similar).
• If another method (SMS, phone call, email, office phone, etc.) is configured, choose that method and complete sign-in.
• If an alternative method works, go to your Security info or Additional security verification page and:
  • Remove the old phone / old Authenticator entry.
  • Add your new phone number or re-register the Microsoft Authenticator app on the new device.

2. If push notifications are going to an old device

• If the old phone still exists but is just not with you, the push notification may still be going there.
• When possible, access the old phone, open the Authenticator app, and approve the sign-in.
• Then remove the old device from your account security settings so future prompts go only to the new phone.

3. If no alternative method works and this is a work/school account

• If there is another admin in the organization: contact the IT/help desk or Microsoft 365/Microsoft Entra administrator and ask them to reset your MFA (authentication methods) so you can re-register the Authenticator app on the new phone.
• If you are the only administrator for a business tenant and are completely locked out:
  • Contact Microsoft via the Customer service phone numbers - Microsoft Support page and ask to raise a ticket with the Data Protection team for an admin lockout / MFA reset.
  • Clearly state that this is a work or school (company) account and that you are the only admin and are locked out due to Microsoft Authenticator on a lost/changed phone.

4. If this is a personal Microsoft account

• If still signed in on a trusted device (for example, a Windows PC or browser session), go to your account Security / Security info page and:
  • Add a new sign-in method (phone, email, or Authenticator on the new phone).
  • Remove the old phone/Auth app entry.
• If no verification method works and codes are not arriving, choose another available method or wait until you can access the phone or email already listed. Support agents cannot send verification codes or change security info for protection reasons.

If verification codes (SMS/email) are not arriving at all, also check:

• That the phone number is a real mobile number (not VOIP) and entered correctly.
• That SMS from unknown numbers are not blocked and the inbox is not full.
• That email codes are not going to the junk folder.

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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
• Microsoft Authenticator FAQs
• Troubleshoot Microsoft verification code issues
• 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
• Microsoft authenticator sending me into a spiral - 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A