Authenticator app

Thomas Milnes 0 Reputation points
2026-10-14T14:58:11.89+00:00

I have recently got a new phone, I have the authenticator app for multiple email addresses within my company. When I go onto the authenticator app all but one are available, on one of them it asks me to sign in to the email address, when I try to sign in it asks me to confirm the sign in within the authenticator app. I cannot do this as that is what I am trying to set up within the app.

How can I fix this?

Thanks

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  1. Julie Huynh 3,940 Reputation points Independent Advisor
    2026-10-14T15:23:47.5033333+00:00

    Dear @Thomas Milnes,

    Good day! Welcome to Microsoft Q&A forum!

    First of all, I would like to clarify that this is a community forum where users help one another. No one here, including myself, has access to your Microsoft 365 tenant, account details, billing information, or authentication settings.

    Regarding your situation, this occurred because the Authenticator app wasn’t backed up or transferred to the new phone before the old device became unavailable.

    Currently, there are several ways to deal with this.

    The simplest being if you're an end-user, please reach out to your IT administrator for assistance. If you’re unable to sign in due to a phone change, a new phone number, or issues receiving your authentication code, your IT administrator can help by updating your authentication methods or revoking and re-registering your authentication.  

    For detailed guidance, ask your IT administrator to review the step-by-step instructions provided in the referenced article: Manage user authentication options

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    Here's how to find your IT Admin: How do I find my Microsoft 365 admin? (please also kindly reach out to your colleagues, managers, etc. to see if they have the IT department contact) 

    Here's where things could get a bit complicated:

    If you're an admin, please check to see if there are other IT admins in your organization who can help you with the MFA reset by following the steps in the article above.

    If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts.

    Please let me know if you're the only admin of your organization so that I could provide you with suitable steps accordingly.

    Any updates you’re able to share would be really helpful.

    I'm here and happy to help! Thank you for your kindness and patience!

    If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment". 

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

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