i got a new phone and my authenticator app isn’t allowing me to login to my outlook account in my app

Dear @Sophia Cutler,

Thank you for reaching out to Microsoft Q&A forum. We are happy to assist.

If you are using a school account provided by your organization, please contact your IT or admin team and request that they reset the MFA methods for the affected users.

Below is a step-by-step solution tailored for your IT admin to follow to reset MFA for your account

1 - Navigate to Microsoft 365 Admin Center, you can click Identity at the sidebar.

Microsoft 365 Admin Center website: Microsoft 365 admin center   

It will lead you to Microsoft Entra Admin Center

Next Select Users > Click All users    

Click on to the affected account name (your account)   

2 - Select "Authentication Methods"  

3- Click "Require re-register multifactor authentication"   

Next time the user sign in, the system will require them to set up a new authentication method. By using this, the affected user can re-set up the right authentication method.      

I hope this information is helpful. If you need any further assistance, please feel free to reach out. I am here to help. Thank you very much for your understanding and cooperation.

If you have a new phone and cannot access your Outlook account through the Microsoft Authenticator app, you will need to reset your Multi-Factor Authentication (MFA) settings. Since you do not have access to your old phone, here are some steps you can take:

1. Contact Microsoft Support: Since you mentioned that you are having trouble reaching Microsoft support, try to call their Global Customer Service. Explain that you are the only administrator and have lost access to your account due to the Authenticator app being linked to your old phone.
2. Use Recovery Options: If you have set up recovery options (like a recovery email or phone number), you might be able to receive a code through those methods. Check if you can use any alternative verification methods available during the login process.
3. Temporary Account: If you cannot reach a live agent, consider creating a temporary account through a trial subscription to submit a support ticket. This can help you get in touch with the Data Protection team on behalf of your previous tenant.
4. Security Info Check: If you can sign in briefly, check your security info in your Microsoft account to ensure that all your recovery methods are up to date and remove any unfamiliar devices or apps.

Following these steps should help you regain access to your Outlook account.

References:

• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A