Unable to login with 2FA / MS Authenticator

Question

Unable to login with 2FA / MS Authenticator

Jeremy New 5

I am the Global Admin for a small business that subscribes to Microsoft 365 services. I need to login in order to update billing info, but I'm stuck in a loop with the MS Authenticator App.

I've recently upgraded to a new phone, and apparently the keys did not transfer over to the new phone. I am not offered any alternate means of secondary authentication.

I need someone to help reset my Authenticator in order to manage my business (Data Protection Team?). The automated phone system creates tickets, but I never get any responses.

I can provide any info needed to get back going - please help!

Thank you,

Jeremy New

Pauline Mbabu 1,840 Reputation points Microsoft Employee

2026-04-14T20:43:00.2666667+00:00

Hello Jeremy,
Thank you for reaching out.
If this is a personal account you may need your old device to in order to setup MFA on your new phone, or if you retained the same mobile number you should be able to use this.

Go to www.aka.ms/mfasetup login with your username and password, when it prompts for MFA select "I can't use my Microsoft Authenticator app right now" this should show you your alternative MFA methods if they were setup. - If you don't, you will need access to your old device in order to approve the sign-in. Once you're through this part you should be able to setup a new MFA method.

If this is a work account you're better of asking your IT Support to reset your MFA methods, once they do that you can then go to www.aka.ms/mfasetup to set up the new device.

Your answer

Pauline Mbabu 1,840 Reputation points Microsoft Employee

2026-04-14T20:43:00.2666667+00:00

Hello Jeremy,
Thank you for reaching out.
If this is a personal account you may need your old device to in order to setup MFA on your new phone, or if you retained the same mobile number you should be able to use this.

Go to www.aka.ms/mfasetup login with your username and password, when it prompts for MFA select "I can't use my Microsoft Authenticator app right now" this should show you your alternative MFA methods if they were setup. - If you don't, you will need access to your old device in order to approve the sign-in. Once you're through this part you should be able to setup a new MFA method.

If this is a work account you're better of asking your IT Support to reset your MFA methods, once they do that you can then go to www.aka.ms/mfasetup to set up the new device.