Authenticator app

Question

hi I switch phones because it doesn’t work anymore so I no longer have access to my Authenticator app what I can do to cancel or reboot my 2 step verification process

Answer 1

If the old phone is still available and works at least partially, first try to back up Authenticator and restore it to the new phone. If that’s not possible, use an alternate sign-in method or contact your admin/support to reset MFA.

1. If using Microsoft Authenticator backup on iOS
   • On the old iPhone (if it still turns on):
     1. Turn on iCloud Drive, iCloud Keychain, and iCloud Backup.
     2. In iCloud settings, open Saved to iCloud, search for Authenticator, and turn on the toggle.
     3. Make sure Authenticator is updated to version 6.8.33 or later and open the app once.
   • On the new iPhone:
     1. Install Microsoft Authenticator.
     2. If the backup doesn’t appear, uninstall and reinstall the app; the backup should then show so it can be restored.
2. If backup/old phone is not usable
   • For a work or school account:
     • Sign in using another verification method if one is configured (SMS, phone call, email, security key). If that works, go to your security info page (for example via My Apps or your organization’s portal) and remove the old Authenticator method, then re-add Authenticator on the new phone.
     • If no other method works, contact your organization’s Help desk or Microsoft 365/Entra administrator and ask them to:
       • Open your user in Microsoft Entra ID.
       • Go to Authentication methods.
       • Select Require re-register multifactor authentication so you can set up Authenticator again on the new device.
   • For a personal Microsoft account:
     • Try another verification option on the sign-in screen (SMS, email code). Once signed in, go to the Account Security page and remove the old Authenticator device, then add the new one.
3. If locked out and you are the only admin on a business tenant
   • If this is a Microsoft 365 business tenant and you are the only global admin and fully locked out (no other MFA methods):
     • Call Microsoft Support using the regional Customer service phone numbers - Microsoft Support entry and clearly state that you are the only admin locked out because of Microsoft Authenticator.
     • Ask to open a ticket with the Data Protection team to reset your MFA registration for the tenant admin account.
     • If needed, you can create a temporary trial tenant, go to the admin center for that trial, and open a support ticket from there, explaining that you are locked out of a different existing tenant and need Data Protection to reset MFA.
4. After MFA is reset or you sign in successfully
   • Add multiple sign-in methods (Authenticator on the new phone, SMS, email, possibly a security key) so that losing a phone does not lock you out again.
   • Remove the old device from your account’s security info so notifications and approvals no longer go to it.

These steps let either restore Authenticator from backup or have MFA reset so 2-step verification can be set up again on the new phone.

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References:

• Back up your accounts in Microsoft Authenticator
• Microsoft Authenticator FAQs
• Common problems with two-step verification for a work or school account
• Can't set up MFA because five devices are already registered to use an authenticator app
• 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
• Global Admin Locked out - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• How to sign out from Authenticator