Authenticator Login

Question

No access to my phone number so cant login to authenticator

Answer 1

The recovery method depends on whether this is a personal Microsoft account or a work/school account; use another registered sign-in method if offered, otherwise replace the personal account’s security information or ask the organization’s administrator to reset MFA.

Personal Microsoft account

For an Outlook.com, Hotmail, Xbox, Skype, or other personal Microsoft account:

1. Start signing in with your email address and password.
2. At Verify your identity, select I can’t use my Microsoft Authenticator app right now, Sign in another way, or a similarly worded option.
3. Use any accessible method shown, such as an alternate email or passkey.
4. If none is accessible, select I don’t have any of these and follow the prompts to replace your security information.^1^

Replacing all security information can restrict the account for 30 days as a security precaution. Microsoft support agents cannot send verification codes or manually change account details.

After access is restored:

1. Open the Microsoft account Security tab.
2. Select Manage how I sign in.
3. Select Add a new way to sign in or verify.
4. Register Authenticator, an accessible email address, or a passkey.^2^

Work or school account

1. On the sign-in screen, select Other ways to sign in and use an available method.
2. If Recover your account appears, select it and complete your organization’s identity-verification process. This option is available only when the organization has configured account recovery.^3^
3. If neither option works, contact the company or school IT help desk and request:
   “Reset my MFA methods or require me to re-register for MFA because I no longer have access to the registered phone.”

An Authentication Administrator can perform the reset in:

Microsoft Entra admin center → Entra ID → Users → select the user → Authentication methods → Require re-register MFA

This removes the user’s existing phone numbers, Authenticator registrations, and software OATH tokens. At the next sign-in, the user is prompted to register a new authentication method.^4^

If this is the organization’s only administrator account and no alternative sign-in method works, account-level assistance from Microsoft Support is required; another user cannot reset their own locked authentication methods.

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References

1. Troubleshoot Microsoft verification code issues | Microsoft Support
2. Microsoft account security info & verification codes | Microsoft Support
3. Perform account recovery in Microsoft Entra ID
4. Manage user authentication methods for Microsoft Entra multifactor authentication