Can’t Access Outlook After Getting a New Phone

Tom Serran 20 Reputation points
2026-10-24T04:32:50.0766667+00:00

Hi everyone,

I’m a student at Monash University in Australia. I recently got a new phone yesterday, and now I can’t log in to my university Outlook account because Microsoft Authenticator is still set up on my old phone.

Every time I try to sign in, it asks me to approve the request in Authenticator, but I can’t access it anymore.

Has anyone had the same issue? How can I set up Authenticator on my new phone or get my MFA reset so I can access my Outlook account again?

Thanks for your help.

Outlook | Outlook for mobile | Outlook for iOS | For education
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Answer accepted by question author
Darren Bruce 2,440 Reputation points Independent Advisor
2026-10-24T04:40:33.34+00:00

Dear Tom Serran,

Based on your description, since this is a university (school) account managed by Monash University, users in the Microsoft Community Forum do not have access to your organization's settings and cannot reset MFA on your behalf.

If Microsoft Authenticator was registered on your old phone and you no longer have access to it, you will need to contact your Monash University IT Help Desk or Microsoft 365 administrators. They can verify your identity and reset your MFA methods so that you can sign in again and register Microsoft Authenticator on your new phone.

Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn  

If you have any alternative sign-in methods configured (such as a phone number, backup authentication method, or recovery options), you can try selecting "Sign in another way" on the verification screen.

I hope this information helps. Please let me know if you have any updates.

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

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