Authenticator app new iPhone

Question

Hi! My phone got destroyed and I now have a new one. Cant log in or recieve codes in the app.

Answer 1

Hi @Tobias Brouwer, 

Good day and I'm sorry to hear you're having trouble logging into your Microsoft account.   

Changing to a new phone often triggers this issue because your Multi-Factor Authentication (MFA) settings usually need to be reset. When you switch devices or reinstall the Microsoft Authenticator app, your new phone isn’t automatically configured for authentication. Since the app is still tied to your previous device, you’re unable to receive authentication codes on the new one, which is why you can’t access your account right now.  

Since you are using a work or school email address, the MFA settings are managed by your organization's  IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this and explain your situation. You can say: "I am stuck in a login loop between Microsoft Teams and the Microsoft Authenticator app. I cannot get the code to sign in."   

Specifically, ask them to “reset my MFA settings” or “allow me to re-register for MFA” on your account. This is a standard request, and your organization’s IT team should be able to assist you with it.  You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.  

Once your organization's in has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.   

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.    

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

Thank you for your kindness and contributions to the forum. 

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Answer 2

Because the old phone is destroyed, the options depend on whether there is a backup and whether there is still another way to sign in.

1. If using iPhone and had iCloud backup for Authenticator
   • On the old device (for future reference): iCloud Drive, iCloud Keychain, and iCloud Backup must be enabled, Authenticator must be updated to version 6.8.33 or later, and the app opened at least once so the backup is created.
   • On the new iPhone:
     1. Install Microsoft Authenticator from the App Store.
     2. Make sure iCloud Drive, iCloud Keychain, and iCloud Backup are enabled on the new device.
     3. Open Authenticator, sign in with the same Apple ID/iCloud account, and restore from backup. The backup should appear after reinstalling.
2. If Authenticator backup cannot be restored
   • For Microsoft personal, work, or school accounts:
     • Only the account name is restored for passwordless and work/school accounts; sign-in must be completed again on each account.
     • If there is still access to the account via another method (SMS, email, or a logged‑in browser session), sign in and reconfigure Authenticator:
       • Turn off or reset existing MFA/Authenticator registration.
       • Add the new phone as a new Microsoft Authenticator method.
   • If there is no other way to sign in (no SMS, no email, no other admin, and no logged‑in session), the account owner must work with Microsoft support/Data Protection to reset MFA:
     • For a Microsoft 365 business tenant where the locked-out user is the only admin, call Microsoft Support (Customer service phone numbers - Microsoft Support) and request escalation to the Data Protection team to reset the authentication methods.
3. If Authenticator shows “Authentication did not complete” or no prompts
   • Ensure the app is unlocked.
   • Enable notifications for Authenticator.
   • Update to the latest version.
   • Check network connectivity and device date/time.

If iCloud or Authenticator backup cannot be accessed at all, third‑party accounts (like Amazon, Facebook, Gmail) must be added again manually using their own security pages.

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References:

• Microsoft Authenticator FAQs
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Restore account credentials from Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Authenticator Did Not Complete Login
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A