Microsoft Authenticator

Question

I had Microsoft authenticator downloaded and working on my laptop/phone, then when I got a new phone, I had to sign back in to the app. When I tried to sign back in it gave me a code and told me to input the code into the Microsoft Authenticator App, but I already was in the app and could therefore not input anything anywhere. This keeps happening and I cannot sign into anything on my laptop.

Answer 1

Hi Grace, I'm John!

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To help narrow down the issue:

1. Do you remember if you had backup turned on in the Microsoft Authenticator app before this happened?
2. Also, may I ask if you're using the Microsoft Authenticator app on an Android or iOS device? The steps can vary a little depending on the platform.

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(If personal Microsoft account)

In the meantime, you can try the recovery process using this Microsoft support article:

"Restore account credentials from Microsoft Authenticator" https://support.microsoft.com/account-billing/restore-account-credentials-from-microsoft-authenticator-ce53096e-1e1c-4840-9e32-1618bc33cd43

Here’s a quick summary of what’s in there:

• On your mobile device, open the Authenticator app.
• Select "Restore from backup" (or "Begin recovery" if you're on iOS).
• Sign in using the personal Microsoft account you originally used to set up the backup.
• The app should then restore your account credentials automatically.

Let me know if you see the restore option.

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(If work or school account)

You’ll need to contact your school’s IT helpdesk or company's admin if work and ask them to reset your Microsoft Authenticator for your school/work account so you can set it up again on your new phone.

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If the issue persists, please provide more details by answering my questions.

Click "Add comment" below to let me know.

Answer 2

But I can not even login to my account to reach out to anyone. I have no way of accessing my account because I never removed it from my old device, which I no longer have access to. Is there anyway of resetting my account without using Authenticator to sign in.

Answer 3

The issue occurs because the sign-in flow is looping on the same device and only offering Microsoft Authenticator as the verification method, so the app cannot complete registration.

Use one of these supported paths to break the loop:

1. Use an alternative verification method (if available)

• When prompted to verify identity, look for options such as Text, Call, or Email instead of the Authenticator app.
• Choose SMS or another method, complete verification, then:
  1. Go to the Microsoft account Security tab: https://account.microsoft.com/security.
  2. Select Manage how I sign in.
  3. Remove the old Authenticator registration and old devices.
  4. Select Add a new way to sign in or verify → Use an app.
  5. In the Authenticator app, tap + → Personal account → Scan a QR code and complete setup.

2. If the push/code is going to an old device

• If the old phone still has Authenticator installed, open it and approve the sign-in or read the code there.
• Then sign in to the Security tab and remove the old device from your sign-in methods so future prompts go only to the new phone.

3. If there is no alternative method and no access to the old phone

• For a work or school (business) account, contact the organization’s Microsoft 365/Entra ID administrator and ask them to reset MFA for the account in the Entra Admin Center (Users → user → Authentication methods → Require re-register multifactor authentication). After reset, sign in again and register Authenticator from scratch using the QR code.
• If this is a business account and there is only one admin (self-managed tenant), contact Microsoft support by phone and request the Data Protection team to reset MFA for the tenant admin account, as described in the referenced guidance.

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

• Go to the Microsoft account Security page in a browser and follow the account recovery/verification options that do not require the Authenticator app (for example, backup email or phone). Once signed in, remove the old Authenticator registration and add the new phone as described above.

After recovery, to avoid future loops when changing phones:

• Remove Authenticator from old devices once the new phone is working.
• Keep at least one backup verification method (SMS or alternate email) configured in the account security settings.

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References:

• How to add your accounts to Microsoft Authenticator
• Microsoft Authenticator FAQs
• Use a screen reader to set up and troubleshoot multifactor authentication
• 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

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