Can’t authorise my account on Authenticator app due to new phone

Follow these steps depending on what access is still available:

1. Try another verification method (if configured)
   When prompted in the Authenticator flow, choose options like “I don’t have my Microsoft Authenticator app” or “Use a different verification option” and:
   • Use SMS or phone call if a mobile number is registered.
   • Use email code if a secondary email is registered.
     After signing in successfully, go to your Security info / Additional security verification page and:
   • Remove the old phone/Auth app entry.
   • Add the new phone and reconfigure Microsoft Authenticator.
2. If you still have your old phone
   • Open the Microsoft Authenticator app on the old device and approve the sign-in request there.
   • Once signed in, remove the old device from your security info and add the new phone as a sign-in method, then install and configure Authenticator on the new phone.
3. If you do not have any working second factor and this is a work/school account
   • Contact the organization’s IT/Help desk and ask them to clear/reset your MFA settings.
   • After they reset, sign in again and you will be prompted to register Authenticator on the new phone.
4. If you are the only admin on a business tenant and are locked out
   • A sole global admin who cannot pass MFA must work with the Microsoft Data Protection team via Microsoft Support.
   • Call the regional Customer service phone numbers - Microsoft Support and clearly state that this is an admin MFA lockout and that there is no other administrator. Support will route the case to the Data Protection team to verify identity and restore access.
5. General Authenticator troubleshooting on the new phone
   If push notifications or codes still do not appear after setup:
   • Ensure the app is updated and notifications are enabled.
   • Turn off battery optimization for Authenticator.
   • Verify the device date/time and network connectivity.

Once access is restored and Authenticator is working on the new phone, remove any old devices from your account security settings to prevent future confusion.

References:

• Troubleshoot problems with Microsoft Authenticator
• Microsoft Authenticator FAQs
• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A