Account recovery

Question

I lost my phone, and I need a way to sign up my Authenticator in order to access my mail…

what is the possible solution

Answer 1

Hi,

If you lost the phone that had your Microsoft Authenticator app, try the following:

On the sign-in page, when prompted to approve the sign-in with Microsoft Authenticator, click "I can't use my Microsoft Authenticator app right now" or "Use another verification method."

If available, select "Show more verification methods" and choose another recovery option, such as a phone number that can receive text messages or a backup email address.

If you no longer have access to any of your verification methods, select "I don't have any of these" and follow the prompts to verify your identity and update your security information.

Please note that if you recently changed your security information, Microsoft may place a 30-day security hold on the account. During this period, certain account changes and recovery options may be restricted to help protect your account from unauthorized access.

For more information, see: https://support.microsoft.com/account-billing/what-does-security-info-change-is-still-pending-mean-cbd0f64f-02d9-45d2-90c3-2375e5a72e52

Answer 2

Use the account’s existing security info to add Authenticator on the new phone.

1. If this is a personal Microsoft/Outlook.com account and the password is known:
   1. On a PC, sign in to the Microsoft account and go to Advanced security options.
   2. Select Add a new way to sign in or verify and choose the method to receive codes (phone, email, or app).
   3. Complete verification, then follow the prompts to set up the Microsoft Authenticator app on the new phone.
   4. After Authenticator is working, remove any old phone/security info that is no longer accessible, but do not remove all security info at once to avoid a 30‑day restriction.
2. If some security info is lost but not all:
   1. Sign in to Advanced security options.
   2. Add a new phone/email/app method.
   3. Verify it, then remove the outdated phone or method that was on the lost device.
3. If all security info is lost but the password is known:
   1. Start signing in to the Microsoft account.
   2. At Verify your identity, choose I don't have any of these.
   3. Follow the steps to replace security info. After replacement, there is a 30‑day wait before full sign‑in is allowed.
4. If the password is not known and there is no access to security info:
   1. Use the Microsoft account recovery form as described in Help with the Microsoft account recovery form (linked from the verification-code troubleshooting article).
   2. Provide as much accurate information as possible and wait for the recovery decision.

Once access to the Microsoft account is restored and at least one verification method works, install Microsoft Authenticator on the new phone and add the account by following the prompts, then optionally enable passwordless sign‑in if desired.

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References:

• Troubleshoot Microsoft verification code issues
• Restore account credentials from Microsoft Authenticator
• How to go passwordless with your Microsoft account
• Sign in using Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Sign in using two-step verification or security info
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