authentication issues

Question

how do i change my authentication number that the code is sent to if i no longer have access to that number?

Answer 1

If this is a work or school account and there is still another sign-in method available, go to My Sign Ins | Security info and update the phone number there. If access is available, select the existing Phone number method and choose Change, or add a new sign-in method first and then remove the old number.

If sign-in is blocked because codes only go to the old number, there are two supported paths:

1. Use another available verification method if one is listed.
2. Contact the organization’s admin or IT help desk to reset the MFA settings or update the authentication methods.

For admins, the supported admin path is:

• In the Microsoft Entra admin center, go to Entra ID > Users > select the user > Authentication methods > + Add authentication method.
• If the user is completely locked out after losing the phone or changing numbers, another cloud services admin can reset MFA so the user must provide contact methods again at next sign-in.

If this is a personal Microsoft account:

• If access to some security info remains, sign in to Advanced security options, add a new way to sign in or verify, confirm it with the code sent to the new number or email, then remove the old phone number.
• If access to all security info is lost, start sign-in, select I don't have any of these at the Verify your identity prompt, and follow the steps to replace the security info.
• After replacing all security info, there is a 30-day wait before sign-in is allowed.
• If the password is also unknown and no security info is accessible, use the account recovery form.

Important: do not change all security info at the same time unless necessary, because the account may be restricted for 30 days.

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Answer 2

Dear @Tina Green (NBAAM6 C)

If the sign-in process is asking for a code from Microsoft Authenticator, but the account no longer exists in the app, you'll need to use another verification method (such as SMS, email, a security key, or another registered device) if one is available.

If you don't have any alternative authentication method configured, the only option is to contact your organization's administrator (Work or school account). They can reset your MFA registration so you can register Microsoft Authenticator again on your new phone.

If this is a personal Microsoft account (Outlook.com, Hotmail.com, etc.) rather than a work or school account, you'll need to go through the Microsoft account recovery process to regain access. If you still need assistance, you can also contact Microsoft Support here: Microsoft Support.

Could you confirm whether this is:

• a work or school account managed by your organization
• a personal Microsoft account?

That will determine the correct recovery steps.

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