Authenticator app issues on new phone

Tracy Jolfaei 0 Reputation points
2026-02-26T18:36:35.27+00:00

I have changed to an android phone and I’m no longer able to get into my authenticator app. When I try the authenticator app just says locked. I have tried to access Microsoft but to access it’s sending a code to my Authenticator app which means I cannot get into even my Microsoft account please can you help?

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-02-26T18:36:49.58+00:00

    Because the authenticator app is locked and the account is configured to use it for sign-in, the situation is an account lockout that cannot be fixed from the device alone.

    First, try the basic Authenticator troubleshooting steps in case the lock is only local on the phone:

    1. Make sure the Microsoft Authenticator app is updated to the latest version from Google Play.
    2. Confirm the phone has internet access (try switching between Wi‑Fi and mobile data).
    3. Check the device date and time are set correctly and automatic time is enabled.
    4. Turn off any battery optimization for Authenticator and ensure notifications are enabled.
    5. If the app shows “Authentication did not complete” or similar, unlock the app, then retry.

    If sign-in to the Microsoft account still always requires the locked Authenticator and there is no working backup method (SMS, alternate email, or another admin):

    • For a work or school (business) account where there are other admins: contact the organization’s Microsoft 365/Entra administrator and ask them to reset multifactor authentication for the account in the Entra admin center so Authenticator can be set up again.
    • For a work or school account where this is the only global admin, or if no admin can reset MFA: contact Microsoft Support by phone and ask for a Data Protection team case to regain access to the tenant/global admin account. The Data Protection team has specific processes to verify identity and reset authentication when the only admin is locked out.
    • For a personal Microsoft account where no sign-in method works and the account always prompts for the locked Authenticator, use the account recovery and password reset flow and, if that fails, contact Microsoft Support for personal accounts.

    There is no supported way to bypass or “break open” a locked Authenticator app; recovery must be done by resetting MFA or the passkeys on the account through an admin or Microsoft Support/Data Protection.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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