Code notifications

Question

Just completed a phone replacement and cannot get verification codes on new device.

Answer 1

On a new phone, verification codes or Authenticator prompts often fail because the app or method is still tied to the old device or a blocked verification channel.

Try these steps depending on how verification is set up:

1. If using Microsoft Authenticator push notifications
   • The notification may still be going to the old phone where Authenticator was last used.
   • If the old phone is available, open the Authenticator app there and approve the sign-in.
   • Then remove the old device from account security settings and reconfigure Authenticator on the new phone using the guidance in the Authenticator FAQ.
   • If the old device is not accessible, choose a different verification method (SMS or email) when prompted.
2. If using SMS or email codes and they are not arriving
   • Avoid repeated or excessive requests for codes; this can trigger a temporary block.
   • Check that the phone number or email shown (masked) is correct.
   • Ensure the phone does not block texts from unknown numbers; if it does, change the setting and select I don't have a code to trigger a new one.
   • Check junk/spam folders for email codes from @accountprotection.microsoft.com and mark that sender as trusted.
   • If using a VOIP number, replace it with a mobile number; VOIP numbers cannot receive Microsoft verification codes.
   • If there is heavy compromised traffic from the region, delivery may be delayed; waiting some time can resolve it automatically.
3. If Authenticator is locked or misconfigured after phone replacement (personal account)
   • Sign in at account.microsoft.com in a browser.
   • Go to Security info.
   • Add a different sign-in method (SMS or email) if available.
   • Remove the existing Authenticator app entry.
   • Add Authenticator app again and complete setup on the new phone.
4. If unable to access any listed phone/email for codes
   • On the Verify your identity screen, select I don't have any of these and follow the prompts to replace security information.
   • Be aware that replacing all security info can put the account into a restricted state for 30 days while the new info is validated.
5. If this is a business/tenant admin account and all MFA methods are lost
   • If the account is the only global admin and no verification method works, a self-service reset is not possible.
   • Contact Microsoft Support via the global customer service phone numbers and request a Data Protection team case to reset the admin authentication method.
   • If direct contact is difficult, create a temporary trial tenant, use its admin center to open a support ticket, and clearly state that access is needed for a different, locked tenant where this account is the sole administrator.

If none of the above methods work and codes still do not arrive, use the sign-in helper tool for Microsoft accounts or contact Microsoft Support for additional troubleshooting options. Support agents cannot send codes or change account details but can help route to the correct recovery path.

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References:

• Troubleshoot Microsoft verification code issues
• Microsoft Authenticator FAQs
• Authenticator locked and cannot access at all after replacing phone - Microsoft Q&A
• Having problems getting text codes to confirm my account - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Please confirm my e mail address as <removed PII>@outlook.com - Microsoft Q&A