Microsoft Authenticator issue

Question

My Authenticator app isn't working on my work account after i changed phone, and i dont have my old phone in working order. It there a way to fix this?

Answer 1

Please note that this forum is a community support space, so I don’t have the ability to access tenant data or perform actions such as resetting MFA/security information directly. I can only guide you based on documented processes and experience, but I will do my best to point you in the right direction so this can be resolved properly.

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Dear @Steffen Solheim,

I hope you’re having a good day. 

I'm sorry to hear you're having trouble signing in after changing your phone.

Since you mentioned that this is your work account, the most common resolution is to contact your organization's Microsoft 365 administrator and ask them to reset your MFA/authentication methods. When a phone is replaced and the old device is no longer available, the administrator can remove the old Microsoft Authenticator registration so that you can register the new phone.

Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

If this is not a work or school account and is instead a personal Microsoft account (Outlook.com, Hotmail.com, Live.com, etc.), please let me know and I'll provide the appropriate recovery steps for that scenario.

Warm regards,  

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