The authenticator app has wigged out since changing phones. Can someone help me please.

Phone support cannot be provided directly, but the issue can be narrowed down and next steps identified.

When the 6‑digit code in Microsoft Authenticator no longer works after changing phones, the usual causes are:

1. The account is not correctly re‑registered on the new phone.
2. The time/date on the phone is incorrect, so TOTP codes are out of sync.
3. The service is expecting a different method (push notification/number match) instead of a 6‑digit OTP.
4. MFA needs to be reset by an administrator or Microsoft support.

Use these steps in order:

1. Check basic Authenticator health on the new phone
   • Ensure the app is up to date. Microsoft does not support versions older than 12 months. Use the latest version from the store.
   • In Authenticator, go to Settings and:
     • Turn on App updates.
     • Turn off battery optimization for Authenticator.
     • Under Notification settings, make sure Show notifications is on.
   • Make sure the phone’s Date & time are correct and set to automatic.
   • If using VPN, temporarily disconnect and try again.
   These steps are recommended for general Authenticator issues and failed authentications.
2. If seeing “Authentication did not complete” or similar
   • Make sure the Authenticator app itself is unlocked when trying to sign in; if the app is locked, the entry box or prompt may not appear.
   • Ensure notifications are not silenced; otherwise, prompts or codes may be missed.
3. If the 6‑digit code still fails for work/school accounts
   • The account may not be correctly bound to the new device, or the tenant may be requiring a different method.
   • If this is a work or school account and there is an IT/admin team:
     • Ask an Entra ID administrator to reset MFA by:
       • Going to Microsoft Entra admin center → Users → All users → select the user → Authentication methods → Require re‑register multifactor authentication.
       • After this, sign in again and re‑set up Authenticator by scanning the new QR code.
4. If locked out and there is no alternative sign‑in method
   • If there is another admin in the organization, that admin should perform the MFA reset as above.
   • If this is a business/organization account and you are the only admin, the only supported path is to work with the Microsoft Data Protection team via Microsoft support. The process described in similar cases is:
     • Call the regional number listed under Customer service phone numbers - Microsoft Support.
     • When the IVR asks what the problem is, answer along the lines of “Authenticator” and specify Office 365 for business, company account, and that you are the only administrator.
     • Ask explicitly to create a service request with the Data Protection team to reset MFA for the tenant admin account.
   • If the subscription is through a partner/reseller, contact the partner’s support and ask them to open a service request with Microsoft on your behalf.
5. If this is a personal Microsoft account (Outlook/Hotmail/etc.)
   • Use any alternate verification method configured (SMS, email, backup codes). If codes are not arriving, follow the guidance under common verification‑code issues:
     • Avoid repeated requests that can cause temporary blocking.
     • Check junk/spam for messages from @accountprotection.microsoft.com.
     • Confirm the phone number/email is correct in the account’s security info.

If none of the above works and there is no working alternate method, recovery must go through Microsoft support (for work/school accounts via Data Protection team as described, or via standard account recovery for personal accounts). There is no supported way to “fix” non‑working 6‑digit codes locally if the registration is broken or the tenant requires a reset.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account
• Authentication methods in Microsoft Entra ID - Voice call
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Authenticator app not sending code to my email - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft Authenticator FAQs