unable to get into my email

Question

I am not able to log into my emai

l, just got a new phone and authenticator isnt working

Answer 1

If this is a work or school account, the fastest path is:

1. Go to the Security info page and sign in if any alternate method is available: Sign in.
2. Select Update info.
3. Remove the old phone or old Microsoft Authenticator method.
4. Select Add sign-in method and add the new phone or Authenticator method.
5. Install the latest Microsoft Authenticator app on the new phone.

If the old phone is no longer available and no other sign-in method works, contact the organization IT admin or helpdesk and ask for an MFA reset. That is the documented resolution when access is blocked after moving to a new phone.

If a verification prompt appears but does not complete, check these on the new phone:

• Microsoft Authenticator is unlocked.
• Notifications are enabled and not silent.
• The app is updated to the latest version.
• The phone has internet access; try switching between Wi‑Fi and mobile data.
• The phone date and time are correct.

If verification codes are not arriving:

• Do not make excessive repeated code requests.
• Check whether the phone blocks texts from unknown numbers.
• Make sure the stored phone number or email is correct in Security info.
• If prompted during sign-in, choose I don't have any of these to replace security info.

For Outlook mobile with a work or school account, if self-service password reset is allowed, use Reset password: Reset password.

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• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Lost Authenticator access lost due to new phone - cannot access account - Microsoft Q&A
• Can't sign in to the Outlook mobile app

Answer 2

Hi Louis,

Thank you for posting on Microsoft Q&A forum 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.   

Please contact your organization's IT Help Desk or support team and explain the 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". 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 advisors do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights.

I hope this information is useful. Additionally, as other users have raised similar concerns and may not be aware of where to share their feedback, I hope this response helps clarify the situation and suggests a potential next step. Highlighting this information can make it more visible to others in the community who may be facing the same issue, making it easier for them to find guidance and contribute their feedback as well. 

Thank you again for your time and for raising this important usability concern. If you have any further questions or need additional assistance, please don’t hesitate to reach out. 

I look forward to your thoughts on this. 

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