The old device is lost, logging in to the work account on the new device shows Authenticator verification

Question

The old device is lost, logging in to the work account on the new device shows Authenticator verification

Belle Chloe 0

Hello, my work account is tied to the Authenticator app on my old device, but my old device is missing and I don't have other sign-in options like a phone number. You can't sign in to the work account now (login requires authentication login from the Authenticator app)

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2 answers

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Answer 1

For a work or school account, the Authenticator backup does not restore the sign-in credential. Only the account name is restored, and the account must be signed in and registered again on the new phone.

If the old phone is lost and there are no other sign-in methods available, the self-service path is exhausted. The required next step is to contact the organization's IT help desk or administrator and ask them to reset MFA methods or clear the current authentication settings so the account can be registered again on the new device.

If any alternate method appears on the sign-in page, select "Sign in another way" or "I can't use my Microsoft Authenticator app right now" and use that method instead.

After access is restored:

Go to https://mysignins.microsoft.com/security-info.
Select Add sign-in method.
Add Microsoft Authenticator on the new phone.
Add additional backup methods if allowed, because Microsoft recommends having three different sign-in methods associated with the account.

If the device was lost or stolen, the organization’s help desk should also be informed so they can make the appropriate updates to the account.

Answer 2

Hello @Belle Chloe

Based on the information you shared, I understand that you are having an issue related to your Microsoft Authenticator app, which is set up to your old device and you have no alternative MFA method such as Phone or email.

To regain access, please help me contact your IT administrator or the person who manages your account and ask them to reset your multi-factor authentication (MFA) settings from the Microsoft Entra admin center. For guidance, they can refer to this article: Manage authentication methods for Microsoft Entra multifactor authentication

Once the MFA has been reset, you will be able to sign in to your account and set up the Authenticator app normally. Additionally, I highly recommend adding an extra MFA method, such as a phone number or email address, as a backup in case the Authenticator app is unavailable in the future.

Otherwise, if you are the only user or administrator of the tenant, you will need to contact the Microsoft Support Data Protection team to have your MFA reset. Please locate the appropriate Microsoft support hotline for work account and contact the frontline support team so they can raise a ticket on your behalf: Customer service phone numbers - Microsoft Support

Please note that this is a user-to-user support forum. Only Data Protection team can help you to revoke the session and reset your password, account, MFA...

Data Protection Team will first verify your ownership of the account and revoke your MFA once confirmed. After that, you can set up the Microsoft Authenticator app again on your new device.

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

(While calling, you can ignore the 30-second introduction that says "you can visit the link..." and wait until you are presented with the options. Press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, here’s a general idea of how the conversation might go to help you prepare:

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.

If you can't contact Microsoft Support by phone, you can try creating a new trial tenant using the link below: Microsoft 365 Business Plans and Pricing | Microsoft 365 After you fill out and submit the sign-up form, you'll have access to the Microsoft 365 admin center.

Once you've gained access, contact the Microsoft support team by following the guidance in the following document to create a support ticket: Get support - Microsoft 365 admin | Microsoft Learn

When submitting a support ticket, please clearly indicate that the issue involves another tenant and provide as much information as possible about that tenant, including the tenant domain, domain registration details, administrator username... Providing this information upfront will help the support team validate the tenant relationship and investigate the issue more efficiently.

After the issue is successfully resolved, remember to cancel your trial subscription by following the instructions in the following document: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

I hope this information helps you move forward with your support request and that the issue can be resolved soon.