Issues with Microsoft Authenticator app

Kinjal Adatiya 0 Reputation points
2026-10-28T07:08:05.3266667+00:00

I have changed my mobile device and unable to sign in to Microsoft Authenticator app

Microsoft 365 and Office | Install, redeem, activate | For business | Other
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  1. Doris V 2,840 Reputation points Microsoft External Staff Moderator
    2026-11-02T07:00:10.5366667+00:00

    Dear Kinjal Adatiya,

    Based on your description, you changed to a new phone and can no longer sign in to Microsoft Authenticator.

    If your account is a business or education account, your company IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device. As a forum user, I do not have administrative access to change these settings. 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  

    In case you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact Microsoft Support team via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

    To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

    IVR: What kind of problem are you worried about?

    You: Admin account locked

    IVR: What kind of product do you use?

    You: Office 365 for business

    IVR: Does it count for education or business?

    You: For Business

    IVR: Are you an admin?

    You: Yes

    IVR: Do you have another administrator in your organization?

    You: No

    IVR: Need a service request?

    You: Yes

    This should help you connect with a live support agent who can help you directly.

    If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

    1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
    2. Select any plan and click Try for free.    
    3. Complete the setup to create a new tenant.    
    4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

    Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.

    If you have any other questions, please feel free to reach out.

    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 the forum documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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  2. AI answer

    2026-10-28T07:08:40.1766667+00:00

    Recovery depends on whether Authenticator backup was enabled and whether the affected account is personal or managed by a workplace or school.

    If Authenticator backup was enabled

    Backup restoration works only when moving between the same device type—iOS to iOS or Android to Android.^1^

    • Android: Open Authenticator and select Restore from backup or Begin recovery before signing in, then sign in using the personal Microsoft account used for the backup.
    • iPhone: Install and open Authenticator with the same iCloud account. The backed-up entries should appear; tap Sign in to restore your account where displayed.
    • If Restore from backup is unavailable on Android, sign out of or remove existing Authenticator accounts so that the recovery option appears.

    Restoration has important limitations:

    • Personal and third-party 30-second verification codes can be restored.
    • Passwordless credentials are not restored; sign in again to recreate them.
    • Work or school credentials are not backed up. Only the account name is restored, and the account must be registered again.^2^

    If this is a work or school account

    1. At the Microsoft sign-in screen, select I can’t use my Microsoft Authenticator app right now or Sign in another way.
    2. Use an existing SMS, email, security key, passkey, or other registered method.
    3. After signing in, open Security info at https://aka.ms/mysecurityinfo.
    4. Select Add sign-in method → Microsoft Authenticator.
    5. In Authenticator on the new phone, select Add account → Work or school account, and scan the displayed QR code.
    6. Complete the test approval, verify that sign-in works, and only then remove the old phone entry.

    If no alternative sign-in method is available, contact your organization’s IT administrator or help desk and ask them to reset your MFA registration. You can then register Authenticator on the new phone.^3^

    If this is the tenant’s only administrator account and it is completely locked out, contact Microsoft Support for tenant-access verification.

    If this is a personal Microsoft account

    1. On the sign-in page, select Sign in another way.
    2. Use a registered recovery email, phone number, passkey, backup code, or other available method.
    3. After gaining access, open the Microsoft account’s Security settings.
    4. Under Advanced security options, remove the old Authenticator registration or reconfigure two-step verification.
    5. Add Authenticator again and scan the new QR code.

    If no alternative verification method is available, submit the Microsoft Account Recovery Form. Recovery is subject to Microsoft being able to verify ownership; Authenticator support cannot restore credentials when the required backup account itself is inaccessible.^4^

    Do not erase the old phone, if it remains available, until sign-in with the new phone has been tested successfully.

    References

    1. [Android](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#what-information-is-restored-in-authenticator)
    2. Transfer Microsoft Authenticator account entries to a new phone
    3. Unable to log into Authenticator app - Microsoft Q&A
    4. Code notifications - Microsoft Q&A
    AI-generated content may be incorrect. Read our transparency notes for more information.

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