Authenticator App

Question

I recently got a new phone and my microsoft authenticator app did not transfer over for some reason. Now I cannot access my other microsoft accounts including my work account because I am unable to log in using the two-factor authentication. How do I get those back? (My old phone has already been traded in)

Answer 1

Hi Cole

Thank you for reaching out. 

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. 

As a result, you are unable to receive approval notifications or verification codes, which prevents you from completing the sign-in process and accessing your account. 

To regain access, your MFA registration will need to be reset. Once the MFA reset is completed, you should be able to sign in and set up a new authentication method. 

 

Just to gently clarify before we go any further, forum moderators do not have the ability to access, modify, or recover user accounts. Due to security and privacy requirements, issues such as sign in failures, password recovery, and multi factor authentication can only be addressed by Microsoft’s dedicated support teams, who have the appropriate tools and authorization to manage account level settings securely.  

   

To move toward a resolution, I suggest the following steps:  

Scenario 1: If you're an end-user or not only admin 

Please check to see if there are other IT admins in your company who can help you with the reset MFA for your account and share with them the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account.  

If you’re unsure who your IT admin is, you can find guidance here: How do I find my Microsoft 365 admin? - Microsoft Support.   

Once your IT admin 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.   

Scenario 2: If you're only admin 

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)         

Since you are the only administrator of your tenant and you’re currently unable to sign in, the next essential step is to involve the Microsoft Data Protection team, as they are the only team authorized to help recover an admin account in these circumstances. You can start by calling your regional Microsoft support hotline here: Customer service phone numbers - Microsoft Support and choose Work account. 

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.          

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:         

Here are some tips and an example of a prompt to help you reach out the Microsoft Data Protection team support more effectively:      

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)            

In some countries, it is an automated conversation like:     

IVR: What kind of problem are you concerned about?           

You: Authenticator.           

IVR: What kind of product do you use?           

You: Office 365 for business.           

IVR confirmation: education or company account?           

You: For companies           

IVR: Are you an administrator?           

You: Yes.           

IVR: Do you have another administrator in your organization?           

You: No.           

IVR: Do you need a... Service request?    

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.    

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)      

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription.     

To set up a new tenant, please follow these steps:     

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.     

Follow the guided setup process to create a new account for a new tenant.     

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.     

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:     

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.     

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.     

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."     

Ticket Support: In the Microsoft 365 admin center > Support > Help & Support.     

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn     

I truly hope this helps you regain access to your account quickly. Even though I can't directly intervene, directing you to the correct and specialized support is the most effective help I can provide from my position.      

Thank you for your kindness and contributions to the forum.     

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Answer 2

Because the old phone is already gone and the Authenticator app didn’t transfer, the accounts must be recovered using alternative verification methods or by having an admin/support team reset MFA. The options depend on whether the accounts are personal or work/school.

1. Personal Microsoft account (Outlook.com, Hotmail, etc.)

If there is still access to the account via a browser (for example on a PC):

1. Go to the Account Security page: Account Security.
2. Open Security info.
3. Temporarily turn off two-step verification or remove the old Microsoft Authenticator entry.
4. Add a new sign-in method:
   • Choose Add sign-in method.
   • Select Authenticator app and follow the prompts to set it up on the new phone.

A similar scenario was resolved by:

• Removing the Authenticator app from Security info.
• Then re-adding Authenticator app as a new sign-in method.

If there is no way to sign in at all (no SMS/email codes work), account recovery must be done through the standard Microsoft account recovery process, which may require waiting or using other registered methods (SMS, email, etc.).

2. Work or school account (Microsoft 365 / Entra ID)

If this is a work or school account and sign-in is blocked because Authenticator is on the traded-in phone:

1. Try any alternative MFA method that was configured (SMS, phone call, email, security key). If SMS/call-based MFA is set up and the phone number is still active, it can be used to complete verification while setting up the new device.
2. If alternative methods don’t work or weren’t configured, contact the organization’s IT help desk or Microsoft 365 administrator and ask them to reset MFA for the account. Typical admin action:
   • In Microsoft Entra Admin Center, they open the user account and use Require re-register multifactor authentication so that MFA is cleared and can be set up again on the new phone.
3. If locked out and also the only global admin on the tenant, the Microsoft Data Protection team must be involved via Microsoft Support. They can verify identity and help regain access to the admin account when no MFA methods are usable.

3. When the old phone is gone

Because the old phone is traded in, it cannot be used to approve sign-ins or to migrate Authenticator. Recovery depends entirely on:

• Other MFA methods (SMS/call/email/security key), or
• An admin resetting MFA (for work/school), or
• Changing/removing MFA from the Account Security page (for personal accounts) once signed in.

After access is restored, install Microsoft Authenticator on the new phone and re-register each account so future sign-ins use the new device.

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References:

• Microsoft Authenticator FAQs
• Use a screen reader to set up and troubleshoot multifactor authentication
• Migrate to a new iPhone for work
• Common problems with two-step verification for a work or school account
• Authenticator locked and cannot access at all after replacing phone - 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 sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A