Microsoft Authenticator

Question

I bought a new Iphone and now i cannot log into my authenticator app, To log into it i need to get a code but I can’t receive the code when i’m not logged into the app. it’s just and endless cycle of logging in and sending a code that I can’t receive.

Answer 1

To break the loop and regain access, use an alternative verification method or have your MFA reset, depending on whether this is a personal or work/school account.

1. Check for other sign-in methods
   When prompted for Microsoft Authenticator:
   • Select “I don’t have access to my Microsoft Authenticator app” (or similar).
   • If offered, choose another method such as SMS, email code, or a different registered method.
   • If you no longer have access to the listed phone/email, select “I don't have any of these” and follow the prompts to start account recovery and update your security info.
2. If this is a personal Microsoft account (Outlook.com, Hotmail, etc.)
   • If you can’t use any existing phone/email, use “I don't have any of these” during sign-in and complete the recovery flow to add new security info.
   • If you need to update backup security info (e.g., new phone/email), follow the prompts after choosing that option. Be aware that changing all security info at once can place the account under a 30‑day restriction period.
3. If this is a work or school (organization) account
   • If there is another sign-in method (SMS, email, security key), use that to sign in and then update your authentication methods.
   • If there is no alternative method and you are an end user, contact your organization’s IT/Help desk or Microsoft 365/Entra admin and ask them to reset your MFA / require re-register multifactor authentication for your account. After they do this, the next sign-in will let you set up the Authenticator app on your new iPhone.
   • If you are the only admin for a small business tenant and are locked out, you must contact Microsoft support by phone and have a ticket raised to the Data Protection team so they can verify identity and reset MFA from their side.
4. If you still have the old phone
   • If the old device still works and has Microsoft Authenticator signed in, open the app there to approve the sign-in on your new phone, then add or transfer the account to the new device and remove the old one from your account security settings.
5. For future device changes
   • Before switching phones, add at least one backup method (SMS or email) and remove Authenticator from old devices in your account security settings so you don’t get stuck in this loop again.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Microsoft Authenticator FAQs
• 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 need to reset my mfa methods - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A