how to authenticate account when authenticator not working

Question

how to authenticate account when authenticator not working

Audrey S 5

I recently got a new phone. I am trying to log in to my outlook mobile, but it needs to be authenticated via the app. In order to do that I need to first verify myself in the app. It displays a number but no box to type the number in, and the only other verificaiton options it gives me are via outlook, which i am unable to access. how to i verify and get signed in

Moved from: Microsoft 365 and Office | Microsoft 365 Defender | For home | iOS

Carolyne 1,151 Reputation points Microsoft Employee

2026-06-04T08:29:15.49+00:00

Hi Audrey,

Since you can't complete the Authenticator number-match prompt and your only backup method is the same Outlook you're locked out of, sign in at https://aka.ms/sspr (https://aka.ms/sspr) from a computer browser and select "I can't use my Microsoft Authenticator app right now" to access alternate recovery options (SMS, security questions, or recovery code). If this is a work account, please request the admin to reset your MFA methods as well then you can register afresh

Your answer

Carolyne 1,151 Reputation points Microsoft Employee

2026-06-04T08:29:15.49+00:00

Hi Audrey,

Since you can't complete the Authenticator number-match prompt and your only backup method is the same Outlook you're locked out of, sign in at https://aka.ms/sspr (https://aka.ms/sspr) from a computer browser and select "I can't use my Microsoft Authenticator app right now" to access alternate recovery options (SMS, security questions, or recovery code). If this is a work account, please request the admin to reset your MFA methods as well then you can register afresh