AUTHENTICATOR

Question

I’m having an issue with Microsoft Authenticator.

I believe I previously set up Microsoft Authenticator for my Microsoft account, but I no longer have access to the authentication code in the Microsoft Authenticator app.

I can still log into my Microsoft account. However, when I try to change my password or update my security information, Microsoft asks me to verify using the Authenticator code, which I no longer have access to.

When I go to the Advanced security options page, I am only given the option to enter an Authenticator code, and I do not see another verification method.

How can I remove or reset the old Authenticator method and regain access to update my password and security information without getting locked out of my account?

Thank you.

Answer 1

For a personal Microsoft account where Microsoft Authenticator is the only configured method, the old Authenticator registration cannot be removed or reset self‑service if no alternative verification method (SMS, email, security key, etc.) is available. Verification is always required before changing security info, so the missing Authenticator method blocks direct changes.

The supported options from the provided information are:

1. Use any other existing sign‑in / verification method, if present
   • If any other method was ever added (for example SMS, email code, or a different authenticator device), use that instead of the Authenticator notification/code when prompted.
   • If Two Step Verification is enabled, two recovery methods are required; use any that are still accessible.
   • If another method works, go to the Microsoft account dashboard → Security → Advanced security options, then under Ways to prove who you are remove the old Authenticator entry (for example the device listed under Send sign-in notification) and add new methods.
2. If no other method works and Authenticator is the only method
   • For work or school accounts, the documented path is to have an administrator or Microsoft’s Data Protection team reset MFA from the back end. The Q&A references show this is the only resolution when the sole admin is locked in an Authenticator loop.
   • For personal accounts, the same principle applies: if no alternative verification method is available and the account always prompts for the Authenticator code, recovery requires Microsoft support to verify identity and reset the authentication methods. This is not something that can be done from the Advanced security options page without passing an existing verification challenge.

In summary:

• If any other verification method is still available, use it to sign in to Advanced security options, then remove the old Authenticator registration and add new methods.
• If Authenticator is the only method and cannot be used, self‑service reset is not possible; account recovery must be handled by Microsoft support after identity verification, similar to the Data Protection team process described for business tenants.

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References:

• How to go passwordless with your Microsoft account
• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• How to add your accounts to Microsoft Authenticator
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A