Unable to log into microsoft authenticator app

Robert 5 Reputation points
2026-08-20T16:29:09.31+00:00

I cannot log into my authenticator app because I no longer have the phone number used for two step verification. I need the authenticator app to help me get into my account settings. It wont let me use outlook or the authenticator app to do this. What do I do?

Microsoft 365 and Office | Subscription, account, billing | Other | Windows
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  1. Bence Weiszmann 1,555 Reputation points
    2026-08-20T18:23:50.16+00:00

    Dear @Robert

    If you don't have any alternative authentication method configured, the only option is to contact your organization's administrator (Work or school account). They can reset your MFA registration so you can register Microsoft Authenticator again on your new phone.

    If this is a personal Microsoft account (Outlook.com, Hotmail.com, etc.) rather than a work or school account, you'll need to go through the Microsoft account recovery process to regain access. If you still need assistance, you can also contact Microsoft Support here: Microsoft Support.

    Could you confirm whether this is:

    • a work or school account managed by your organization
    • a personal Microsoft account?

    That will determine the correct recovery steps.

    If this answers your query, please click Accept Answer and Upvote if you found it helpful. If you have any further questions, feel free to let us know.

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  2. AI answer

    2026-08-20T16:29:25.78+00:00

    If access to the old phone number and the Authenticator app is gone, use another verification method if one is already on the account. If no other method is available, the recovery path depends on the account type.

    1. On the sign-in screen, look for Other ways to sign in, Use a different way to sign in, or I don't have any of these.
    2. If another recovery method is available, use it.
    3. If this is a personal Microsoft account:
      • Go to the Microsoft account dashboard and open Security > Advanced security options.
      • Under Ways to prove who you are, find the old device entry for Send sign-in notification and remove it.
      • If needed, use the account recovery flow or the Sign-in helper.
    4. If this is a work or school account:
      • Select I don't have any of these during sign-in if that option appears.
      • If sign-in still cannot be completed, contact the organization’s IT admin or helpdesk to reset MFA or update security info.
    5. If the issue is a temporary Authenticator failure, try these steps in order:
      • Wait a few moments and try again.
      • Open Authenticator and confirm it launches normally and the account is listed.
      • Update Microsoft Authenticator from the device app store.
      • Restart the device.

    Important:

    • If Two Step Verification is turned on for a personal account, password reset requires access to two recovery methods.
    • Microsoft support agents are not allowed to send password reset links or directly change account details for personal accounts.
    • After access is restored, add another sign-in method so recovery does not depend on a single phone number or device.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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