Can't login to microsoft 365 with my account (authenticator bug)

Viktorija Lizunova 0 Reputation points
2025-11-23T19:30:44.02+00:00

Good evening,

I have a problem with logging in to Microsoft 365. I was using Microsoft Authenticator on my iPhone for confirmation. I changed my phone to a new one. On the old phone I performed a factory reset and gave the phone to my mother. When I installed Authenticator on the new phone and tried to log in, I couldn’t do it because it asked me to confirm with the Authenticator or enter a code from the Authenticator. I can’t log in to the Authenticator, and I can’t see any code. There are no other options to log in. I saw that other people have phone number or email confirmation, but I don’t have those options. I can’t do anything now and I’m unable to access my account. What should I do?

I have attached screenshots of what I see.

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Moderator note: personal information removed

Microsoft 365 and Office | OneDrive | For business | iOS

2 answers

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  1. Craig Long 18,630 Reputation points
    2025-11-24T00:00:39.5833333+00:00

    Try signing into your account using a computer instead of a phone.

    Try the sign-in helper tool and use the account recovery form:

    https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

    https://account.live.com/acsr

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  2. Craig Long 18,630 Reputation points
    2025-11-23T19:36:29.9633333+00:00

    Click "I can't use my Microsoft Authenticator app right now" to see other alternatives.

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    1 person found this answer helpful.

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