I LOST AN ACCESS TO MY AUTHENTICATOR APPLICATION ON MY PHONE

Select Sign in another way on the verification screen; if no previously registered SMS, call, or other method appears, your employer’s IT help desk must reset your MFA registration before you can configure Authenticator on the new phone.

Try an existing alternative first

1. On the screen requesting the two-digit Authenticator approval, select Sign in another way or I can’t use my Microsoft Authenticator app right now.
2. Choose Text, Call, security key, or another displayed method.
3. These choices appear only if they were previously registered and are permitted by your organization. Microsoft support cannot manually send a verification code or change your account details.^1^

If no alternative is offered

Contact your company’s IT help desk or Microsoft 365/Entra administrator and ask them to require MFA re-registration for your account. This is not solved by reinstalling Authenticator or knowing the correct password.

An administrator with at least the Authentication Administrator role should:

1. Sign in to the Microsoft Entra admin center.
2. Go to Entra ID → Users.
3. Select your user account.
4. Select Authentication methods.
5. Select Require re-register MFA and confirm.

This removes the registered Authenticator and other existing MFA methods, prompting you to configure security methods again at your next sign-in.^2^

After IT completes the reset:

1. Install Microsoft Authenticator on the new phone.
2. Sign in again with your work account and password.
3. Follow the registration prompt and scan the displayed QR code.
4. Add a backup phone method if your organization permits it.

Restoring a phone backup does not restore work or school account credentials; only the account name may return, and the account must be registered again.^3^

If you are your organization’s only administrator and no other administrator can perform the reset, open a Microsoft support case for tenant-access recovery.^4^

Do not post your login name, password, verification codes, or employer information publicly.

References

1. Common problems with two-step verification for a work or school account
2. Manage user authentication methods for Microsoft Entra multifactor authentication
3. [Android](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#what-information-is-restored-in-authenticator)
4. How can I regain access to my account after losing access to Microsoft Authenticator? - Microsoft Q&A