Authenticator app

Hi @Kim Sandman,

Welcome to Microsoft Q&A forum.   

Thank you for sharing your concern about not being able to log into Microsoft Authenticator after getting a new phone. I understand how disruptive this can be, especially when you rely on the app for secure access to your accounts.

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices or reinstalling the Microsoft Authenticator app. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes.

Scenario 1: If you are an end user within a Microsoft 365 tenant 

Since you are using a work or school email address, the MFA settings are managed by your organization's IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this.    

Please contact your organization's IT Help Desk or support team and explain the situation. You can say: "I am stuck in a login loop between Microsoft Teams and the Microsoft Authenticator app. I cannot get the code to sign in."    

Specifically ask them to “Reset my MFA settings or allow me to re-register for MFA". This is a standard request, and your organization's IT team should be able to assist you with it.    

You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.   

Once your organization's in has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.    

Scenario 2:  If you are the sole administrator of your tenant and currently have no access   

Please follow the steps below to complete the account recovery process and regain access: 

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)    

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:        

In some countries, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

IVR: What kind of product do you use?        

You: Office 365 for business.        

IVR confirmation: education or company account?        

You: For companies        

IVR: Are you an administrator?        

You: Yes.        

IVR: Do you have another administrator in your organization?        

You: No.        

IVR: Do you need a... Service request?      

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.   

   Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)   

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.    

Just to clarify, moderators do not have the ability to view or change user account information, so we cannot help with login issues, password resets, or modifying access rights. Even though we cannot access the internal tools required for account‑specific fixes, we are here to support you in every way we can within our scope. 

_Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: _Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn  

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.       

As other users will also search for information in this community, your vote can significantly help those with similar inquiries quickly locate the most relevant resources. 

Thank you for your kindness and for contributing to the forum.  

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".       

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If you cannot log into the Microsoft Authenticator app after getting a new phone, you will need to set up multifactor authentication (MFA) on your new device. Here are the steps you should follow:

1. Use Your Old Device: If your old phone is still available and can be used for MFA, you will need it to complete the MFA process while setting up your new device.
2. Do Not Factory Reset: Ensure that you do not factory reset your old device or remove the Authenticator app until you have successfully set up your new device.
3. Complete MFA Requirements: When you try to sign in on your new phone, you may be prompted to complete MFA using your old device.
4. Enroll Your New Device: After completing the MFA requirements, you will be prompted to enroll your new device.

If you are unable to use your old device, you may need to contact your IT support for assistance with resetting your MFA settings.

References:

• Migrate to a new iPhone for work
• Can't set up MFA because five devices are already registered to use an authenticator app
• Frequently asked questions about passkey support in Microsoft Authenticator