How to sign in to Office 365 when two-step verification fails

Phu Do Ngoc 0 Reputation points
2026-11-10T08:22:46.69+00:00

Dear,

I lost my phone, and now that I have a new one, I can no longer use the Microsoft Authenticator app for verification. I still have my email address and password. How can I log in to my account?

Thanks for your support.

Microsoft Security | Microsoft Authenticator
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  1. Sunitha S 0 Reputation points
    2026-11-10T11:25:02.7833333+00:00

    If you lost your old phone and can’t use Microsoft Authenticator, first select Sign in another way and try another registered verification method such as SMS or phone call.

    If its a work/school account - no other method is available, contact your Microsoft 365/Entra administrator and ask them to remove the old Authenticator registration and require MFA re-registration. Then you can sign in with your email/password and set up Microsoft Authenticator on your new phone.

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  2. Phu Do Ngoc 0 Reputation points
    2026-11-11T01:46:12.7166667+00:00

    They told me to go to the Admin section in Office 365 and submit a technical support request to the administrator. If I could actually access the Office 365 Admin portal, I wouldn’t be going through all this trouble! :(

    Thanks for your help.

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