Login with new phone

brandi Holliday 0 Reputation points
2026-10-07T19:02:39.8366667+00:00

I got a new phone now i cant log into my [Moderator note: personally identifiable Information removed]@renewingbodyfunction.com email. Authenticator app is not working

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Jack-Bu 6,955 Reputation points Microsoft External Staff Moderator
    2026-10-07T19:38:24.3266667+00:00

    Hello Brandi

    Please note that only administrators can help you in this situation. You'll need to contact the administrator of the organization to reset your MFA settings. Here's how they can do it: Manage user authentication options.

    If you don't know who your administrator is, you can follow the guidance in this article: How do I find my Microsoft 365 admin?

    If you need any additional information, please feel free to comment below. I'll be happy to help.

    I hope you're able to regain access to your account soon.

    Note: Please follow the steps in [our documentation] to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-10-07T19:02:56.7366667+00:00

    If this is a work or school email account, the fastest path is:

    1. On the sign-in page, select Sign in another way or I can't use my Microsoft Authenticator app right now.
    2. If another method is available, use it: phone, email, security key, passkey, or SMS.
    3. If no other method is available, contact the organization’s IT administrator and ask them to reset MFA or require re-registration of MFA for the account.
    4. After access is restored, sign in again and register Microsoft Authenticator on the new phone.

    If the sign-in is failing because notifications or approvals are still going to the old phone:

    1. Check the old phone and approve the prompt there if it is still available.
    2. Remove old devices and old authentication methods after access is restored.
    3. Use a different verification method during sign-in if one is offered.

    If the Authenticator app opens but authentication does not complete on the new phone, check these items on the new device:

    1. Make sure the Authenticator app is unlocked.
    2. Turn on app notifications.
    3. Update to the latest version of Microsoft Authenticator.
    4. Verify internet connectivity; try switching between Wi‑Fi and mobile data.
    5. Make sure Date & time on the phone are correct.
    6. If using VPN, disconnect it and try again.
    7. In Authenticator, open Settings and turn off battery optimization if that option appears.

    If the account was backed up and restored to the new phone, seeing “Sign in to add your account” for a work or school account is expected. Open that account in Authenticator and sign in again.

    If none of the above works, send logs from the app for diagnostics: open Authenticator, go to the app’s top-level menu, select Send feedback, then contact the organization’s IT admin.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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