Authenticator

Question

Register new device with authenticator

Company turned off access to old device

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hi Barbara Padovich

When you change to a new phone, the Microsoft Authenticator app doesn’t automatically transfer your account settings because the multi-factor authentication (MFA) configuration is linked to the specific device where it was originally set up.

If you are using a work or school account, it is managed by your organization's IT department. Microsoft doesn't have direct access to reset authentication settings for organization-managed accounts. However, you can contact your organization's IT administrator and request a reset of your MFA settings by following this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

If you are the only Global Administrator and you are completely locked out from the tenant. So, only Microsoft Support team can help you in this MFA issue. You might need to contact Microsoft via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.  

I hope this information helps. 

---

If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in the forum documentation to enable e-mail notifications if you want to receive the related email notification for this thread.