Authenticator app

Question

Having problems logging in with my Authenticator, recently upgraded a device and now both aren’t working on my old device and new one and it’s locked me out. How can I access my work emails and email without it??

Answer 1

Hello,

For personal account,

If you’re on the sign-in page and can’t access your authentication app, click “I can’t use my app right now.” Then look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. Microsoft explains it further here.

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.

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For work/school accounts,

Microsoft does not directly manage organization users. Instead, each organization's IT administrator is responsible for managing its users according to its internal protocols.

You should contact your organization's IT support team. They need to reset your MFA for you in order for this to work. Once the reset is completed, follow these steps:

1. Open your web browser and navigate to https://login.microsoftonline.com.
2. Sign in to your account.
3. You will be prompted to set up MFA again.

If your organization's IT administrator requires guidance, they can follow these steps:

1. Sign in to the Microsoft Admin Center at https://admin.microsoft.com using their credentials.
2. Navigate to Users > Active Users in the left-hand menu.
3. Select the relevant user.
4. On the user card that appears on the right, scroll to the bottom and click Manage multifactor authentication.
5. On the MFA settings page, locate the user's name, select it, and click Manage user settings on the right.
6. In the pop-up box, check the first box and click Save.

This process will reset MFA for the user, allowing them to set it up again.

Answer 2

For a work account, the fastest path is usually to have the organization’s IT admin or helpdesk reset the MFA registration so the account can be set up again on the new phone. If the old phone is no longer usable and both devices are failing, that reset is typically required to break the sign-in loop.

Before contacting IT, check these supported recovery steps:

1. If the account was restored from backup on the new phone and shows “Sign in to add your account”, that is expected for work or school accounts after restore. Open the account in Authenticator and sign in again.
2. If backup restore is not available, verify that backup was enabled on the old phone, the same recovery account is being used, and the restore is being done to the same device type.
3. On iPhone, if the backup did not restore, make sure on the old device that:
   • iCloud Drive is enabled
   • iCloud Keychain is enabled
   • iCloud Backup is enabled
   • Authenticator is turned on in the Saved to iCloud list
   • Authenticator is version 6.8.33 or later
   • the app was opened at least once before switching phones Then on the new device, uninstall and reinstall Authenticator and check whether the backup appears.
4. If sign-in is failing in the app, try the standard checks:
   • wait a few moments and try again
   • open Authenticator and confirm it launches normally and the account is listed
   • update Authenticator to the latest version
   • if this is a managed work device, update Company Portal and confirm the device is compliant
   • restart the device
   • switch between Wi‑Fi and mobile data
   • make sure notifications are enabled
   • make sure device Date & time are correct
   • if using VPN, disconnect it and test again
5. If the app shows “Authentication did not complete”, make sure the app is unlocked, notifications are not silent or disabled, the app is updated, the device has internet connectivity, and the date/time settings are correct.

If none of that restores access, the next step for a work or school account is to contact the organization’s IT admin/helpdesk and ask them to reset MFA settings or allow re-registration for MFA. After that, sign in again and re-register Microsoft Authenticator on the new phone.

If the issue is specifically that prompts are going to an old phone, approve the sign-in on the old device if it is still accessible, or use another verification method such as SMS if available.

Also capture logs before escalating: in Authenticator, open the app’s top-level menu, select Send feedback, and send the logs for diagnostics.

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