I cannot access my personal Outlook account on my new phone

For a personal Outlook (Microsoft) account on a new phone, two things need to be fixed: where Authenticator notifications are going, and how to get back into the account when current methods fail.

1. Check where Authenticator notifications are being sent

• If Microsoft Authenticator is still active on an old phone, push notifications are sent to that device instead of the new one.
• If the old phone is available, open the Authenticator app on it and approve the sign-in.
• After signing in, remove the old device from the account’s security settings so future notifications go only to the new phone. See the guidance in the “How do I make sure notifications don't go to an old device?” section referenced in the Authenticator FAQ.

If the old device is not available:

• During sign-in, choose a different verification method (such as SMS text) if it is offered, instead of the Authenticator notification.

2. Use alternative verification or recovery for the Microsoft account If verification codes and push notifications are not working on the new phone:

• Go to the Microsoft account sign-in page and try signing in with the account email and password.
• When prompted for verification, choose another method (SMS, backup email) if available.
• If none of the listed methods work or are accessible, select “I don’t have any of these” on the verification screen. This starts an alternate recovery process where updated security info can be added.

If security info (phone/email) is outdated or inaccessible:

• During sign-in, select I don't have any of these and follow the prompts to update backup security info for the Microsoft account.

3. Reconfigure MFA methods for the new phone Once signed in using any working method:

• Go to the account’s security info / additional security verification page.
• Remove old phone/old Authenticator entries so they no longer receive notifications.
• Add the new phone number as a sign-in method.
• Install Microsoft Authenticator on the new phone and register it as a sign-in method following the prompts.

4. If still unable to sign in to Outlook on the new phone

• Use the Microsoft sign-in helper for personal accounts, which checks the account and guides through the appropriate recovery or fix path.
• If the helper does not detect a problem, it will still walk through self-service steps to regain access.

These steps effectively “reset” two-step verification methods by using any remaining working method (SMS, backup email, or the “I don’t have any of these” path) to regain access, then removing old devices and adding the new phone and Authenticator as trusted methods.

References:

• Microsoft Authenticator FAQs
• Troubleshoot Microsoft verification code issues
• Can't sign in to the Outlook mobile app