Authenticator log in issue,.

Question

I have upgraded my phone due to my last one dying.

I can not log into my authenticator as it had an old secondary email address that is no longer accessible, when using the phone number option it just prompts me to change my password which doesn't resolve the issue.

I go to change my secondary email on my account page and i need authenticator access to do this...

How can I fix this issue as i am currently locked out of work accounts due to this issue.

Answer 1

Hi Luke,

Since these are work accounts and the old phone is no longer available, changing your password will not reset the Authenticator registration.

I would contact your company’s IT administrator and ask them to reset/re-register your MFA methods. Microsoft allows an Authentication Administrator to use “Require re-register MFA,” after which you can set up Authenticator again on your new phone. ([learn.microsoft.com](https://learn.microsoft.com/en-us/azure/active-directory/authentication/howto-mfa-userdevicesettings?source=recommendations&utm_source=chatgpt.com"Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn"))

If your organization supports Temporary Access Pass, your administrator can also issue one so you can sign in and register the new phone. ([support.microsoft.com](https://support.microsoft.com/en-us/authenticator/how-to-add-your-accounts-to-microsoft-authenticator?utm_source=chatgpt.com"How to add your accounts to Microsoft Authenticator | Microsoft Support"))

Thank you, and feel free to respond back for more assistance.