Microsoft authenticator reset

Question

I am the Microsoft 365 administrator for my nonprofit organization. I recently replaced my phone and no longer have access to the previous device registered with Microsoft Authenticator. Email is ******@serving4equity.org

I know my account password and can receive email verification codes, but Microsoft continues to require authentication through the Authenticator app on my old phone.

I am unable to access the Microsoft 365 Admin Center to reset my authentication methods.

I need assistance with administrator account recovery and an MFA reset so I can register Microsoft Authenticator on my new phone.

Answer 1

If another privileged administrator exists, have them require MFA re-registration for your account; if you are the only administrator, open a tenant-access recovery case with Microsoft Support.

If another administrator can sign in

The administrator must hold at least the Authentication Policy Administrator role. A Privileged Authentication Administrator is appropriate when resetting authentication for a Global Administrator.

1. Sign in to the Microsoft Entra admin center.
2. Go to Users and select your administrator account.
3. Select Authentication methods.
4. Select Require re-register for multifactor authentication.
5. Select OK.
6. Sign in again and follow the prompts to register Microsoft Authenticator on the new phone.^1^

Re-registration clears the existing MFA methods, so the next sign-in starts registration again. Email verification availability does not let an administrator bypass an Authenticator challenge when the tenant’s sign-in policy requires that method.

If you are the only administrator

Because you cannot enter either admin portal, this is a tenant lockout, not an Authenticator application repair. Microsoft Support must verify ownership and restore access to the existing tenant.^2^

1. Open Microsoft’s official customer-support contact page and select the business support number for your country or region.^3^
2. Tell the automated system or agent:
   • Product: Microsoft 365 for business
   • Issue: Global Administrator locked out by MFA after replacing phone
   • Request: Create a tenant-access recovery case for an MFA reset
   • Other administrator available: No, if that is accurate
3. Ask that the case be routed to the team handling tenant access/Data Protection identity verification.
4. Be prepared to establish organization and tenant ownership. For a nonprofit, Microsoft may request official organizational documentation, domain ownership evidence, or publicly listed nonprofit registration information.^4^
5. Do not post account, tenant, billing, or identity-verification details in this public forum.

If a Microsoft partner created or manages the tenant, contact that partner first. A partner with an active delegated relationship and the required privileged role may be able to reset MFA without Microsoft intervention.^5^

About restoring Authenticator

Restoring an Authenticator backup will not restore credentials for a Microsoft 365 work or school account. It restores only the account name; the account must still be signed in and registered again.^6^

After access is recovered:

• Register Authenticator on the new phone.
• Remove the old phone’s authentication method.
• Maintain at least one additional appropriately privileged administrator with separate credentials and MFA methods. Microsoft specifically recommends a Privileged Authentication Administrator as protection against Global Administrator lockout.^7^

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References

1. Troubleshoot combined security information registration
2. Plan for tenant recoverability
3. Contact Microsoft customer support
4. Tenant access recovery
5. Preventing tenant lockouts
6. [Android](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#what-information-is-restored-in-authenticator)
7. About administrator roles in the Microsoft 365 admin center