Authenticator sign in

Question

I recently changed my iphone and all my accounts on the Authenticator app need signing into. The problem is when I try to sign back in, it asks me for the code on the app which doesn't show because I am not signed in. If i Try to log into my account online, i have to complete the login via the app. Can anyone point me to a way out of this cycle, please!!

Answer 1

This situation occurs when Microsoft Authenticator is the only verification method and the device has been replaced, creating a loop where sign-in requires the app that is not yet set up.

Use one of these approaches depending on the type of account and what alternative methods are available:

1. If another verification method is configured (SMS, email, or another app)

• When prompted to approve in Authenticator, choose I don’t have my Microsoft Authenticator app or Use a different verification option.
• Select SMS, email, or another method that is already configured.
• Complete sign-in using that method.
• After signing in, go to the security/MFA settings page for the account and either:
  • Add Microsoft Authenticator again on the new phone, or
  • Temporarily disable 2FA, sign in, then re-enable 2FA and re-register Authenticator.

2. If this is a work or school (Microsoft Entra ID / Microsoft 365) account and there is an admin

• Contact the organization’s Microsoft 365/Entra administrator.
• The admin should go to Microsoft Entra admin center → Users → All users → [your account] → Authentication methods and select Require re-register multifactor authentication.
• After that reset, sign in again and register the Authenticator app fresh on the new iPhone.

3. If this is a work or school account and there is no other admin (you are the only admin)

• This is a tenant-admin lockout. Recovery must be done by Microsoft’s Data Protection team.
• Call Microsoft Support using the regional number from Customer service phone numbers - Microsoft Support and request a ticket with the Data Protection team to reset MFA for the tenant admin.
• Be clear that this is a business/tenant account, you are the only administrator, and you lost access to Microsoft Authenticator on a new phone.

4. If this is a personal Microsoft account and no alternative method works

• Use any still-signed-in session (for example, on a Windows PC or browser) to access the account’s security page and temporarily disable 2FA, then reconfigure it and add Authenticator on the new device.
• If that is not possible and no alternative method works, follow the account recovery flow and, if needed, contact Microsoft support for further identity verification.

If none of the above is available (no alternative methods, no admin, and no still-signed-in session), direct assistance from Microsoft support/Data Protection is required to reset MFA; the loop cannot be broken from the app alone.

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References:

• Sign in using Microsoft Authenticator
• Microsoft authenticator sending me into a spiral - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A

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