Authenticator not working

Question

My husband can not get into his microsoft account, it wont take his password. So he has a code sent but his authenticator app doesn’t seem to want to work so he is going around in circles. This all started when he had an updte on his phone that basically fried it and he had to get a factory reset. I would like to talk to a human please.

Answer 1

After the phone’s factory reset, restore Authenticator from its existing backup if available; otherwise, the recovery path depends on whether this is a personal Microsoft account or a work/school account.

1. Try restoring Authenticator

Restoration works only between the same device types—for example, iPhone to iPhone or Android to Android.

• Android: Open Authenticator and select Restore from backup or Begin recovery before signing in. Use the personal Microsoft account originally used for the backup.
• iPhone: Install Authenticator with the same Apple/iCloud account. The previous device must have had iCloud Drive, iCloud Keychain, and iCloud Backup enabled.
• If an account displays Sign in to restore your account or Action required, select it and complete the requested password plus email/phone verification.

For work or school accounts, a restored backup restores only the account name; the account must be registered again. ^1^

2. If this is a personal Microsoft account

Examples include Outlook.com, Hotmail, Microsoft 365 Personal, Xbox, or OneDrive accounts.

1. At the verification screen, select Use a different way to sign in, I don’t have my Authenticator app, or Show more verification options.
2. Use any previously registered email address, telephone number, recovery code, or another device where he is still signed in.
3. Because his password is not being accepted, run Microsoft’s official Sign-in Helper. It checks the account and directs him to the applicable recovery option. ^2^
4. To request a human support option, open Contact Microsoft Support, enter Locked out after phone reset and cannot use Authenticator, select Get Help, and then Contact Support. Depending on region and availability, this can offer chat or another support channel. ^3^

Your husband should make the contact because Microsoft may need him to provide account information. Do not give anyone his password or verification code.

Important limitation: If two-step verification was enabled and none of the registered verification methods remains accessible, Microsoft support cannot send a reset link or manually change the personal account’s details. The recovery form also cannot override two-step verification. ^4^

3. If this is a work or school Microsoft 365 account

Contact the employer’s or school’s IT help desk. An Authentication Administrator can reset the password or select Require re-register MFA under:

Microsoft Entra admin center → Entra ID → Users → select the user → Authentication methods

That removes the old Authenticator registration and prompts him to configure MFA again at the next sign-in. ^5^

After access is restored, add at least one additional sign-in method, such as another telephone number or email address, before removing the old phone registration.

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References

1. iOS(#tab/ios)
2. I can't sign in to my Microsoft account | Microsoft Support
3. How to help keep your Microsoft account secure | Microsoft Support
4. Help with the Microsoft account recovery form | Microsoft Support
5. Manage user authentication methods for Microsoft Entra multifactor authentication