Authenticator error

Question

Authenticator error

EL-TAHAN, Salma 0

I have a startup company with one email work account , I’m the only employee and administrator I got a new phone because my latest phone was broken and I can’t access it when I try to verify the account on my new phone it requires an authentication code that is sent to my old phone which is inaccessible now, I’m not sure what to do

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2 answers

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Answer 1

Select Sign in another way and use any previously registered method; if none is available, contact Microsoft Support as a sole Global Administrator tenant lockout so tenant ownership can be verified and access restored.

On the authentication screen:

Select Sign in another way or Other ways to sign in.
Try any method already registered, such as:
- SMS or voice call
- Security key or passkey
- Another Authenticator device
- A recovery option shown on the page

Microsoft’s lost-device guidance recommends either signing in through another method or having an administrator clear the old authentication settings.^1^

If Recover your account appears after choosing Other ways to sign in, you can use it only if Microsoft Entra account recovery was previously configured for your organization. Successful recovery provides a Temporary Access Pass and redirects you to Security info to register a new method.^2^

2. If no alternative works, open a tenant-lockout case

Because there is no second administrator who can reset your authentication methods, contact Microsoft Support using the regional phone options on the public support page.^3^

Describe the case using these exact details:

Microsoft 365 business tenant lockout. I am the sole Global Administrator. My registered Microsoft Authenticator device is broken, I have no usable alternate authentication method, and I need tenant ownership verification and restoration of administrator access.

Microsoft documents that, during a tenant lockout, support uses a high-assurance process to validate tenant ownership and then helps the designated Global Administrator regain access to the existing tenant.^4^

Have these details ready for ownership verification:

Company and tenant/domain name
Administrator sign-in address
Microsoft 365 subscription and billing details
Recent invoices or transaction information
Business phone number
An alternate email address you can currently access

Do not create a replacement tenant or cancel the existing subscription while recovery is in progress.

3. After access is restored

Immediately register the new phone, remove the broken phone, and add a backup method:

Open the Security info page.
Add Microsoft Authenticator on the new phone.
Complete its QR-code registration and test a sign-in.
Remove the Authenticator entry associated with the old phone.
Register at least one independent backup method permitted by your tenant, such as a passkey/security key or phone method.
Create another appropriately secured emergency administrator account to prevent a future single-admin lockout.

Restoring Authenticator from a phone backup does not by itself fully restore a work account; work or school accounts may need to be signed in and registered again.^5^

References

Answer 2

BabybooHN 3,810 Independent Advisor

Dear @EL-TAHAN, Salma

I understand you’re unable to verify your work account because Authenticator is still registered to your broken phone.

First, select Sign in another way on the verification screen. If a previously registered method, such as SMS or a phone call, is available, use it to sign in.

If no alternative method is available, Microsoft support will need to assist because you are the only administrator. Use the Phone support section of Microsoft’s business support page⁠ to find the current number for your country. This route does not require signing in to the locked admin center. If you purchased through a reseller, contact that provider first.

When speaking with support, explain:

“I am the sole administrator of our Microsoft 365 business tenant. My registered Authenticator phone is broken, and I have no usable alternative verification method. Please open an administrator account recovery case and arrange escalation to the Data Protection / Tenant Recovery team.”

Have your administrator email, company domain, subscription details, and an accessible contact email ready. Microsoft will need to verify ownership before making recovery changes. Ask for a case number before ending the call.

Once access is restored, register Authenticator on your new phone and add another permitted verification method.

EL-TAHAN, Salma 0 Reputation points

2026-11-02T07:15:28.2866667+00:00

Dear @BabybooHN ,

Thank you for your answer, however when I try to contact the support through the phone number designated to my country, an automated bot answers and gives me the link for Microsoft support webpage and nothing further so I'm going in a loop, and not sure what to do.
BabybooHN 3,810 Reputation points Independent Advisor

2026-11-02T07:17:51.0066667+00:00
Dear @EL-TAHAN, Salma

I understand that repeated calls have not resulted in a confirmed support case. Another workaround you can try is creating a temporary Microsoft 365 business trial tenant to request support for your original tenant. This approach has been suggested in similar Microsoft Q&A cases.

Open the Microsoft 365 business plans page and select an available Try free offer.

Create a new organization with a different onmicrosoft.com name. Keep your existing company domain attached to the original tenant.

Complete setup and register a working MFA method for the temporary administrator.

Sign in to Microsoft 365 Admin Center using the new administrator account. Select Help & support, describe the issue, then select Contact Support if available.

Provide an accessible email address and request a case reference. The temporary tenant will not restore access to your original tenant’s data.

To avoid charges, turn off recurring billing immediately after setup under Billing > Your products > trial subscription > Manage recurring billing. Confirm that the subscription shows an expiry date rather than a renewal date; do not wait until recovery is finished. Microsoft states that trials can become paid subscriptions if recurring billing remains enabled. Please refer to this document: Cancel your subscription in the Microsoft 365 admin center

After recovery and case closure, cancel any remaining temporary subscriptions and delete the temporary tenant if no longer needed. Deleting an account alone is not a substitute for cancelling its subscription.
EL-TAHAN, Salma 0 Reputation points

2026-11-03T13:50:58.6233333+00:00

Dear @BabybooHN ,

I have added a user and made them a global administrator, What should I do next?
BabybooHN 3,810 Reputation points Independent Advisor

2026-11-05T14:46:24.6533333+00:00
Dear @EL-TAHAN, Salma

If you created this Global Administrator in the temporary trial organization, I recommend signing in with that new account at https://admin.microsoft.com/, then:

Open Help & support.

Enter “MFA lockout sole administrator of another tenant.”

Select Contact Support and provide an accessible email address and phone number.

Explain: "This temporary tenant was created only to request support. My original company tenant’s sole administrator is locked out because the registered Authenticator phone is broken. Please arrange tenant-ownership verification and assess escalation to the Data Protection / Tenant Recovery team"

Please refer to this document: Get support for Microsoft 365 for business

Request a case number. Remember to turn off the trial’s recurring billing to avoid renewal charges.

Was the new administrator created in the temporary organization or your original company organization? If it is in the original organization and can sign in, it may be able to reset your MFA directly.

Authenticator error

2 answers

1. Check for another registered sign-in method

2. If no alternative works, open a tenant-lockout case

3. After access is restored

Your answer