authenticator app

Because access to the Microsoft Authenticator app is lost and the account is protected by MFA, recovery depends on what type of account it is and whether there are other admins.

1. If this is a personal Microsoft account (Outlook.com, Hotmail, etc.) used to sign in:
   • Use the Microsoft account sign-in helper to diagnose and recover access: Sign-in helper.
   • If the issue is specifically that Authenticator backup cannot be restored (for example, no access to the backup account), Authenticator credentials themselves cannot be recovered by support. In that case, after regaining access to the Microsoft account, add the account to Authenticator again following the guidance in How to add your accounts to Microsoft Authenticator.
2. If this is a work/school (Microsoft Entra ID) admin account and there are other admins in the tenant:
   • Ask another Global Admin to reset MFA for this account in Microsoft Entra admin center by using “Require re-register multifactor authentication” so that new methods (including a new Authenticator registration) can be configured.
3. If this is a work/school admin account and there are no other admins (sole admin scenario):
   • Microsoft Data Protection team involvement is required. Use the Microsoft customer service phone numbers page (Customer service phone numbers - Microsoft Support) and, when prompted by the automated system, clearly state that this is an Authenticator/MFA lockout for an Office 365 for business/company account and that this is the only administrator account.
   • Ask the frontline agent to open a service request and escalate to the Data Protection team to verify identity and reset the admin account’s authentication methods.
4. If Authenticator backup cannot be restored on the new device:
   • Authenticator account credentials cannot be recovered by support if the backup account cannot be accessed. Use the Microsoft account sign-in helper to regain access to the backup Microsoft account, then re-add accounts to Authenticator as needed.

If SMS or email are configured as alternative methods and still available, use those to sign in and then update MFA methods; otherwise, follow the Data Protection or sign-in helper paths above.

References:

• Restore account credentials from Microsoft Authenticator
• Sign in using Microsoft Authenticator
• I can't sign in to my Microsoft account
• Common problems with two-step verification for a work or school account
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - 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
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A