Trouble logging into authenticator app

Because the account is still protected by Microsoft Authenticator on the old phone, the sign-in is looping: the new phone needs a code from Authenticator, but Authenticator itself is not yet set up on the new phone.

Use one of these supported recovery paths:

1. Use an alternative verification method

• On the sign-in screen, when prompted for the Authenticator code or approval, choose “I don’t have my Microsoft Authenticator app” or “Sign in another way”.
• Select another method that is already configured on the account (for example, SMS, phone call, or email) and complete sign-in.
• After signing in, go to the account’s Security info or MFA/security settings and:
  • Remove the old Authenticator registration.
  • Add Microsoft Authenticator again by scanning the new QR code on the new phone.

2. If no alternative method works

• For a work or school account, contact the organization’s IT/help desk or a Global Admin and ask them to reset or re-register MFA for the account. They can do this from the Microsoft Entra admin center so that Authenticator can be set up fresh on the new phone.
• If the account is a business/tenant admin account and there is no other admin who can reset MFA, contact Microsoft Support and ask for the Data Protection team to help with an admin account recovery and MFA reset, as described in the referenced Q&A threads.

3. If still signed in somewhere

• If there is an active session on a PC or browser, use it immediately to:
  • Turn off or adjust MFA temporarily (if allowed by policy), or
  • Add another sign-in method (phone, email, or a new Authenticator registration) before the session expires.

Do not repeatedly request codes or change methods excessively, as this can trigger temporary protection blocks where verification codes or notifications are not sent.

References:

• Troubleshoot problems with Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Microsoft Authenticator FAQs
• 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Troubleshoot signing in with a passkey