I have got a new iPhone and have transferred over from old, but my business email will not load cause of authenticator app

Hi @Jayden Clarke,

I’ve read through your description, and I’m sorry to hear about the authentication issue you're facing.

Based on the symptoms you described, the issue appears to be related to a broken Microsoft Authenticator device registration. While the app was transferred to your new iPhone, the underlying MFA registration associated with the old device is no longer valid, preventing successful verification and causing the authentication loop you're encountering. The next steps will depend on whether you're signing in as an end user or as an administrator.

If you are an end user in your organization, please contact your Microsoft 365 administrator. They can reset your multi-factor authentication (MFA) registration, allowing you to sign in and re-register Microsoft Authenticator on your new iPhone.

You may ask your administrator to follow the steps outlined in the following guide to remove the existing authentication methods and require MFA re-registration: Manage authentication methods for Microsoft Entra multifactor authentication.

This process only takes a few minutes. Once completed, you'll be prompted to set up MFA again the next time you sign in. In most cases, this resolves the issue and allows Microsoft Authenticator to function normally on the new device.

If you are an administrator, please check whether another Global Administrator in your organization can reset your MFA registration using the steps above. If you are the only admin, please contact Microsoft Support directly by phone:  Contact Microsoft customer support

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.   

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, the initial interaction may be automated, so 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.  

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account.  

I hope this information helps point you to the right team for further assistance.

Thank you for your understanding and I hope you have a wonderful weekend ahead.

It has fully kicked me out of that email now, I'm stuck and don't know what to do nothing works, it always brings me to putting in a authenticator code