Locked out of Authenticator - no way back in

Steve Hutton 0 Reputation points
2025-11-21T07:58:32.3+00:00

I've had an outlook email account since I was about 13 years old (40 now). Recently got a new phone and for some reason Authenticator app didn't tranfer the login. I tried to log into Authenticator app as I have 2FA enabled on my outlook email. The authenticator sends code to 1./ secondary email address (works ok, but stops working after 1 attempt) and 2./ a secondary code to my mobile. When attempting to send a code to my mobile it says please use a different verification method - except there are only these two methods of doing it. I have tried to contact microsoft and speak with someone which is seemingly impossible. Now I'm locked out of my account which has the entire history of my life within in. - Highly stressed please help.

Outlook | Windows | New Outlook for Windows | For home

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Steve Hutton 0 Reputation points
2025-11-24T15:05:24.38+00:00

I managed to get back into my account by downloading firefox browser. When I typed my mobile number here it seemed to work and text me a code. I can only assume other browsers are not treating / formatting the number correctly hence why it didn't intially work.

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  1. Alice-N 13,370 Reputation points Microsoft External Staff Moderator
    2025-11-22T05:32:17.06+00:00

    Dear Steve Hutton

    Thank you for reaching out to the Microsoft Q&A Community. I understand you are locked out of your Outlook account due to two-factor authentication and cannot access the Microsoft Authenticator app. I am happy to assist you. Please follow these steps:  

    Step 1: Use Account Recovery Form  

    • Go to Account Recovery Form  
    • Enter your Outlook email address and an alternate email where Microsoft can contact you.  
    • Complete the form with as much accurate information as possible (recent subjects, folders, contacts).  

    Step 2: Check Backup Verification Options  

    If you previously set up backup codes or linked another authenticator app, use those codes to sign in.  

    Step 3: Remove 2FA via Recovery  

    Once Microsoft verifies your identity through the recovery form, you will receive instructions to reset your security settings and remove or update two-factor authentication.  

    Step 4: Add Authenticator on New Device  

    • After regaining access, sign in to your Microsoft account at Account Security  
    • Reconfigure the Microsoft Authenticator app on your new phone and save backup codes for future use.  

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

    Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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  2. Alice-N 13,370 Reputation points Microsoft External Staff Moderator
    2025-11-23T07:42:36.8833333+00:00

    Hi Steve Hutton

    It has been a while and I am writing to see how things are going with this issue. Have you had a chance to check the replies provided? Any update would be appreciated.

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    2 people found this answer helpful.
  3. Alice-N 13,370 Reputation points Microsoft External Staff Moderator
    2025-11-27T00:44:01+00:00

    Hi Steve Hutton

    This is Alice from Q&A Community Support team. It is my pleasure to hear that the issue has been resolved! The credit also goes to you. Is there anything else I can assist you with? If not, please feel free to let me know so I can close this thread. In addition, if you found the answer helpful, we’d really appreciate it if you could click "Accept Answer" and kindly give it an upvote. Your feedback helps others in the community too! 

    Have a nice day

    Warm Regards

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