Authenticator App tagged to sold phone. Unable to Authenticate with new phone login.

YC 0 Reputation points
2026-11-09T08:40:22.4066667+00:00

I recently purchased additional Microsoft (MS) services for my company under MS365 Business Premium and was prompted to login to update my outdated payment details which I face problem logging in to make payment detail changes.

I formatted and sold my old phone with the active Microsoft Authenticator. I simply login to the Authenticate App on my new phone without transferring the right to my new phone. On my new phone, I am able to login with my company admin account email on the Authenticator App, but it does not receive anything at all, prompting me for further set-up.

The only other option available is through Outlook mobile app notification. I am unable to receive such Notification in the Outlook Mobile App neither which requires me to enable the notification under setting. However, to do such setting change for Outlook mobile, it requires my Authenticator App to work. Basically, there is no third option for me to authenticate. Please help.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Demi Nguyen 3,035 Reputation points Independent Advisor
    2026-11-09T08:55:40.1633333+00:00

    Please note: This is a user-to-user Community forum. No one here can access Microsoft’s backend systems, create a support ticket, or make changes to your account, tenant, or billing information. You must contact Microsoft Support directly, as only an authorized support agent can assist with these requests. 

    Hello YC,

    The Microsoft Authenticator registration for a work or school account remains associated with the authentication information registered on the old phone. Installing Authenticator and signing in on a new phone does not automatically transfer the active registration. For work or school accounts, an Authenticator backup may restore the account name, but the account must still be registered again on the new device.

    Could you please confirm whether there is another Global Administrator in your organization? If another Global Administrator is available, that administrator can reset the MFA registration by:

    • Signing in to the Microsoft Entra Admin Center
    • Navigating to Users > Your Account > Authentication methods  
    • Selecting Require re-register MFA  

    Once this is completed, you will be prompted to set up MFA again during your next login.User's image

    If you are the only admin: 

    You will need to contact Microsoft’s Data Protection team. This team has the authority and the specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support    

    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.      

    I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected. If you can't get through on your first try, I suggest trying again later or at a different time.

    I hope that the steps and recommendations I’ve shared can support you through the process.  

    Kind regards, 

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  2. AI answer

    2026-11-09T08:41:51+00:00

    The company account must be cleared for MFA re-registration by another privileged administrator; if no other administrator or suitably authorized Microsoft partner can access the tenant, Microsoft Support must perform tenant recovery after verifying the organization.

    Signing into Authenticator on the new phone does not transfer the existing work-account credential. For work or school accounts, only the account name is restored; the account must be registered again on the new device.^1^

    If another administrator can access the tenant

    Ask another Global Administrator or Privileged Authentication Administrator to reset the authentication methods for your administrator account:

    1. Sign in to the Microsoft Entra admin center.
    2. Go to Entra ID → Users.
    3. Select your affected administrator account.
    4. Select Authentication methods.
    5. Select Require re-register MFA, then confirm.
    6. Start a new sign-in with your account and follow the prompts to register Authenticator on the new phone.

    Requiring re-registration removes the account’s registered Authenticator apps, phone numbers, software OATH tokens, and deactivates hardware OATH tokens. Therefore, consider whether any currently registered method remains usable before confirming the reset.^2^

    For an affected administrator account, do not rely on an ordinary Authentication Administrator; use a Global Administrator or Privileged Authentication Administrator with authority over privileged accounts.

    If your Microsoft partner manages the tenant

    If your company purchased Microsoft 365 through a partner, contact that partner and ask whether it has an active GDAP relationship with an appropriate password/MFA reset role. A properly authorized partner can restore access directly; without the required GDAP role, the partner may instead be able to open a Microsoft service request for you.^3^

    If you are the only administrator

    This is a tenant lockout and cannot be resolved by reinstalling Authenticator, changing its notification settings, or signing into Outlook. Open a case with Microsoft Support and request escalation to the Data Protection/Tenant Recovery team.^4^

    1. Open the official Microsoft business support contact page and select the number for your country or region.^5^
    2. Describe the issue as:
      • Microsoft 365 Business tenant
      • Sole administrator locked out
      • Old Authenticator device erased and unavailable
      • No working alternate authentication method
      • Request tenant recovery and MFA reset
    3. Ask for a service request to be routed to the Data Protection team.
    4. Prepare the company and subscription information needed for identity verification, including billing details and an alternate contact address. A matching sole-administrator case confirms this recovery route.^6^

    Do not create a new Microsoft 365 subscription or tenant as a replacement for the locked tenant; it would not provide access to the existing company account, billing records, or services.

    After access is restored

    • Register Authenticator on the new phone.
    • Add at least one additional strong authentication method to the administrator account.^7^
    • Maintain at least two appropriately secured Global Administrator accounts with distinct credentials and authentication methods to prevent another complete lockout.^3^

    References

    1. [Android](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#what-information-is-restored-in-authenticator)
    2. Manage user authentication methods for Microsoft Entra multifactor authentication
    3. Preventing tenant lockouts
    4. Plan for tenant recoverability
    5. Contact Microsoft customer support
    6. Unable to access Microsoft 365 tenant – Lost MFA device (Sole Global Administrator) - Microsoft Q&A
    7. Recover user authentication methods using Microsoft Entra Backup and Recovery
    AI-generated content may be incorrect. Read our transparency notes for more information.

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