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How to fix Microsoft Authenticator prompt for new mobile device ?
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(6.4, 70%, 10%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ERS%3C/text%3E%3C/svg%3E)
Rajindra Sheran
10
Reputation points
I am having a very hard time logging into Azure portal using my personal Microsoft account where the already set up microsoft authenticator is trying to send authenticator prompt for my old mobile device.
The thing that happened was I had to change my mobile device for which the authenticate prompt was initially mapped to and I forgot to disable MFA and map the authenticator prompt to the new mobile device.
Because of this I am stuck in a loop in the login process as given in the snapshot when trying "I can't use my authenticator app right now" option :
I need this resolved ASAP so that I can sign into the Azure portal to pay my bill and access the resources.
Microsoft Security | Microsoft Entra | Microsoft Entra ID
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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(220.8, 92%, 31%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ESM%3C/text%3E%3C/svg%3E)
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator2025-10-25T04:15:11.1066667+00:00 Hello Rajindra Sheran,
If you are the only global administrator in the tenant and have been locked out due to incomplete MFA setup, this falls under a tenant lockout scenario. To assist you further and forward this to Microsoft’s Data Protection Team, we need some additional information. As this involves Personally Identifiable Information (PII), please share the following details with us via private message only (do not post publicly):
- Contact phone number (including country code)
- Email address (affected account)
- Country
- Time zone
- Tenant domain name (e.g., contoso.onmicrosoft.com or verified custom domain)
- Tenant ID
- Azure subscription ID or billing information associated with the tenant (this helps confirm ownership)
- Locale
Once we receive this information, we will forward it to Microsoft’s Data Protection Team for further assistance.
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Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator
2025-10-31T08:23:01.5933333+00:00 Hello Rajindra Sheran,
Could you confirm whether your issue is resolved or still facing any issue?
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