authenticator issue

Question

new phone now i cannot log into authenticator, Cannot log into my GM catalog

Answer 1

Because the phone changed, the Microsoft Authenticator app on the new device is no longer registered for the account, so sign-in to the GM catalog (which uses Entra ID/MFA) fails. The account must be reconfigured for MFA on the new phone.

Try the following, depending on what access is still available:

1. If there is still access to the account in a browser
   1. Sign in to the account in a desktop browser (where it still works, if possible).
   2. Go to the Security info / Additional security verification page for the account.
   3. Remove the existing Microsoft Authenticator method.
   4. Add a new sign-in method and choose Authenticator app.
   5. On the new phone, install and open Microsoft Authenticator, then scan the QR code shown in the browser to complete setup.
2. If completely locked out and this is a personal Microsoft account
   1. In a browser, go to https://account.microsoft.com and sign in if possible.
   2. Open Security info.
   3. Remove the existing Authenticator app entry.
   4. Add Authenticator app again and set it up on the new phone as above.
3. If completely locked out and this is a work/school (Entra ID) account
   1. Contact the organization’s IT admin and request an MFA reset for the account so the Authenticator app can be re-registered on the new phone.
   2. If the locked account is the only global admin for the tenant, a support ticket with Microsoft Data Protection is required (opened by phone or via another tenant, as described in the referenced Q&A) so they can verify identity and reset MFA.

If none of the above is possible and no other admin exists, the tenant-level recovery via Microsoft support is required before access to GM catalog can be restored.

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References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Authenticator locked and cannot access at all after replacing phone - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - 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
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A