Authenticator issues

Question

I have a new phone and I’ve wiped the old one and I’m not in some Authenticator death loop

Answer 1

Because the old phone is wiped and there is no access to Microsoft Authenticator on it, the only supported options are:

1. Try alternative verification methods
   • On the sign-in screen, choose “Use a different verification option” (such as SMS or email) if they were previously configured.
   • If SMS or phone is available but failing intermittently, retry later or switch networks as suggested in the “Authentication did not complete” guidance.
2. If still signed in anywhere
   • If the account is still signed in on a Windows PC or browser, go to the account’s security info / additional security verification page and:
     • Remove the old phone/Authenticator as a method.
     • Add a new phone number and/or re-register Microsoft Authenticator on the new device.
3. If completely locked out and this is a work/school (Entra ID / Microsoft 365) account
   • If there is another global admin, that admin can reset MFA for the locked-out account so it can be re-registered on the new phone.
   • If there is only one global admin and that admin is locked out, Microsoft must perform a tenant admin MFA reset via the Data Protection team:
     • Call the regional Customer service phone numbers - Microsoft Support line and clearly state that this is an Authenticator / MFA lockout for an Office 365 for business / company account, and that there is no other administrator.
     • Ask the agent to create a service request and escalate to the Data Protection team to reset the admin’s authentication methods.
     • Be prepared to provide business and identity verification details.
   • If direct phone support cannot be reached, create a temporary trial Microsoft 365 tenant, go to the new tenant’s admin center → Support → Help & support, and open a ticket explaining that access is needed to a different locked tenant where the caller is the only admin. The support engineer can then involve the Data Protection team for the original tenant.
4. If this is a personal Microsoft account
   • Use the account recovery and alternative verification options (SMS/email) presented during sign-in.
   • If a passkey was used and is no longer valid on the new device, delete any obsolete passkeys from the account and set up a new passkey on the new device.

Once access is restored, add multiple sign-in methods (Authenticator on the new phone, SMS, possibly a second admin for work tenants) to avoid future lockouts when changing or wiping devices.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot signing in with a passkey
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - 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
• Microsoft Authenticator FAQs
• Back up your accounts in Microsoft Authenticator