Authenticator Verification

Question

As we are going to transfer the authenticator to another person, I accidentally removed and forgot all my account in my phone app. And now we are not able to receive notification to enter the code to login. How to solve this issue?

Answer 1

If the account was removed from Microsoft Authenticator and sign-in now only offers Authenticator approval or code, the recovery path depends on the account type:

1. Check whether the notification is going to an old phone.
   • If the old phone still has Microsoft Authenticator active, the push notification may still be sent there.
   • Open Authenticator on the previous device and approve the sign-in if possible.
2. Try another verification method at sign-in.
   • If available, select I can’t use my Microsoft Authenticator app right now or I don’t have any of these.
   • For a personal Microsoft account, follow the prompts to replace security info.
   • If all security info is lost, after replacement there is a 30-day wait before sign-in is allowed again.
3. If this is a work or school account, contact the organization’s IT admin or Help desk.
   • If the phone was lost, stolen, or the Authenticator method was removed, the Help desk can clear the two-step verification settings.
   • After the settings are cleared, the next sign-in will prompt registration again.
4. If notifications are not arriving on the current phone, check the device first.
   • Make sure push notifications are enabled for Microsoft Authenticator.
   • Make sure the phone has network connectivity.
   • Turn off Do Not Disturb/Quiet mode.
   • Set the device date and time to automatic, then restart the device.
   • If the app account exists but is problematic, remove that account and add it again, allowing notifications.
5. If the account was manually deleted from Authenticator for a work or school account, it cannot be restored from the app itself.
   • The usual fix is for the IT administrator to reset MFA or require re-registration, then sign in again and register the new device.

Important:

• Do not change all security info at the same time on a personal Microsoft account, because the account may be restricted for 30 days.
• Microsoft support agents do not send verification codes or change account details for protected accounts.

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References:

• Microsoft Authenticator FAQs
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• Accidently removed an account from Microsoft Authenticator - Microsoft Q&A