Microsoft Authenticator

william allen 0 Reputation points
2026-11-13T00:15:29.52+00:00

I have gotten a new phone but I am locked out of all my account and all of them are asking for a pin. When I downloaded the app none of my accounts are there. I do not have my old phone anymore. How do I restore it?

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Ana Le 2,975 Reputation points Independent Advisor
    2026-11-13T01:11:59.98+00:00

    Hi william,

    I understand how frustrating it is to be locked out of your accounts after switching phones, especially when you no longer have the old device and your accounts are missing from Microsoft Authenticator.

    To help identify the right recovery steps, could you clarify whether these are personal accounts or work/school accounts, and where you see the request for a PIN when opening Authenticator or when signing in to an account?

    The available recovery options are different depending on the type of account.

    1/ If it's a personal Microsoft account, first check whether you can select Sign-in options or I can't use my Microsoft Authenticator app right now to use another verification method (such as a phone number, email address, recovery code, or security key). If no alternative verification method is available, you can try the Microsoft account recovery form: https://account.live.com/acsr

    2/ If it's a work or school account, your Microsoft 365 or Entra ID administrator may be able to reset your authentication methods or require you to register them again, please kindly follow these steps: 

    Ask your admin sign in to the Microsoft Entra Admin Center using an account that has at least the Authentication Administrator role. 

    • Navigate to Entra ID > Users.  
    • Select the your account that MFA authentication methods to reset, then choose Authentication methods.
    • Select Revoke multifactor authentication sessions, and then select Require re‑register multifactor authentication.
    • After completing these steps, you will need to set up MFA again. You can do this by signing in and configuring MFA through the Microsoft Authenticator app on mobile device. After the administrator resets your authentication methods, you'll be able to register Microsoft Authenticator again the next time you sign in.

    3/ If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team for further assistance. Please locate the appropriate support phone number for your country or region and contact Microsoft Support so the frontline team can raise a service request on your behalf: Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support   

    User's image

    Here are some tips and an example of a prompt to help you navigate the IVR more effectively:   

    (When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)        

    In some regions you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:   

    • What kind of problem are you experiencing?           
    • Answer: Authenticator           
    • What products do you use?           
    • Answer: Office 365 for business           
    • Is this for an education or company account?           
    • Answer: For companies           
    • Are you an administrator?           
    • Answer: Yes           
    • Are there any other administrators in your organization?           
    • Answer: No. I am the only admin in my tenant            
    • Do you need a... Service request?            
    • Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.        

    During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

    4/ If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

    Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

    Important notes:     

    • This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
    • The resolution time might be longer as you are contacting support from a different tenant.    
    • Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

    I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.

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  2. AI answer

    2026-11-13T02:53:26.5033333+00:00

    You can restore Authenticator only if cloud backup was enabled on the old phone and the new phone uses the same device type; otherwise, regain access through another verification method and register the new phone separately for each account.^1^

    1. Restore an existing backup

    Backup cannot transfer between iOS and Android.

    Android

    1. Open Authenticator without signing in first.
    2. Select Restore from backup or Begin recovery.
    3. Sign in with the personal Microsoft account previously used as the recovery account.
    4. If that option is missing, sign out of or remove the accounts currently in Authenticator, reopen it, and select the recovery option.

    iPhone

    1. Confirm the new iPhone uses the same Apple/iCloud account as the previous phone.
    2. Enable iCloud Drive, iCloud Keychain, and iCloud Backup.
    3. Install and open Authenticator. The backed-up codes and account names should appear.
    4. For entries showing Sign in to restore your account, select Sign in and complete verification.

    A backup restores eligible 30-second codes for personal and third-party accounts. It does not restore passwordless credentials or work/school credentials; those accounts must be registered again.^1^

    Because the old phone is unavailable, an iPhone backup that was not already configured cannot now be created using the old-device procedure.^2^

    2. If no backup exists, sign in another way and register the new phone

    At the Microsoft sign-in prompt, select Sign in another way or I can’t use my Microsoft Authenticator app right now, then use any registered SMS number, email address, security key, passkey, or recovery code.

    After signing in:

    • Work or school account: Open the account’s Security info page, add Microsoft Authenticator as a sign-in method, and scan the displayed QR code with the new phone. After testing the new registration, remove the old Authenticator entry. Users can manage their own methods through Security info.^3^
    • Personal Microsoft account: Open the Microsoft account security settings page, choose Set up identity verification app, and follow the QR-code setup process.^4^
    • Third-party account: Sign in to that service’s security or two-factor authentication settings, replace the old authenticator registration, and scan its new QR code.

    Repeat this for every account; restoring or registering one account does not reconnect the others.

    3. If completely locked out

    Personal Microsoft account

    If you know the password but have lost all security methods:

    1. Start signing in.
    2. At Verify your identity, select I don’t have any of these.
    3. Follow the process to replace the security information.

    Microsoft states that the replacement requires a 30-day wait before sign-in. If two-step verification is enabled and no alternate verification method remains, Microsoft support cannot bypass it or change the account details.^5^^6^

    Work or school account

    Contact the IT administrator for each organization and request an MFA re-registration. An Authentication Administrator can use:

    1. Microsoft Entra admin center → Entra ID → Users.
    2. Select your user → Authentication methods.
    3. Select Require re-register MFA.

    This removes the old registered authentication methods and prompts you to configure Authenticator again at the next sign-in.^3^

    About the PIN prompt

    If the PIN appears when opening or approving through Authenticator, it is normally App Lock requesting the new phone’s device PIN or biometric—not the PIN from the old phone. App Lock is enabled by default when the device has a PIN or biometric configured.^2^

    References

    1. Restore one-time password codes in Microsoft Authenticator | Microsoft Support
    2. Microsoft Authenticator FAQs | Microsoft Support
    3. Manage user authentication methods for Microsoft Entra multifactor authentication
    4. Why is Microsoft texting me? | Microsoft Support
    5. Troubleshoot Microsoft verification code issues | Microsoft Support
    6. Help with the Microsoft account recovery form | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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