How to fix Authenticator

Follow these steps depending on what access is still available.

1. Try another sign-in or security method

• When prompted for Microsoft Authenticator, look for options like Use a different verification option, I don’t have my Microsoft Authenticator app, or Sign in another way.
• If SMS or phone call is configured, choose that method and complete sign-in.
• If backup email or other security info is configured, use that method.

2. If still signed in on any device (PC, old phone, browser)

• While still signed in, immediately update security info so the new phone can be used.
• For a personal Microsoft account:
  • Go to the Advanced security options page of the Microsoft account and sign in.
  • Select Add a new way to sign in or verify, then add a new phone number or email.
  • Verify it with the code sent, then expand the old method (old phone / old app) and select Remove.
  • Do not remove all security info at once, or the account may be restricted for 30 days.

3. If some security info is lost, but not all

• If the password is known but access to only some methods is lost:
  1. Sign in to the Advanced security options page.
  2. Select Add a new way to sign in or verify and add a new phone/email.
  3. Confirm with the code sent to that new method.
  4. Expand the lost method(s) and select Remove.
  • Avoid changing all security info at the same time to prevent a 30‑day restriction.

4. If all security info is lost

• If the password is known but there is no access to any phone/email/security method:
  1. Start sign-in to the Microsoft account.
  2. At Verify your identity, select I don't have any of these.
  3. Follow the prompts to replace security info.
  4. After replacement, sign-in is blocked for 30 days while security info change is pending. If old security info is recovered during this time, it can still be used to sign in, which cancels the pending change.
• If the password is not known and no security info is available, use the account recovery form as described in Help with the Microsoft account recovery form.

5. If using a work or school (business) account

• If this is a business/education Microsoft 365 or Entra ID account and there is an administrator:
  • Contact the organization’s admin and ask them to reset MFA / require re-register MFA in the Entra admin center so that MFA methods can be set up again on the new phone.
• If this is a business tenant and the locked-out user is the only admin:
  • Contact Microsoft Support by phone and ask to be routed to the Data Protection team to recover the admin account, explaining that the only admin lost access to Microsoft Authenticator and cannot complete MFA.
  • If necessary, create a temporary trial tenant, go to the Microsoft 365 admin center for that tenant, and open a support ticket requesting Data Protection assistance for the original tenant, providing the locked tenant’s admin email and domain.

6. Set up the new phone once access is restored

• After signing in successfully using any of the methods above:
  1. Install the Microsoft Authenticator app on the new phone using the instructions in Download and install the Microsoft Authenticator app.
  2. For Microsoft 365 work/school accounts, go to the Security info or Additional security verification page and add Microsoft Authenticator as a sign-in method.
  3. Scan the QR code or follow the prompts to complete setup.
  4. Confirm that notifications and network connectivity on the new phone are working so prompts arrive correctly.

If the app shows “Authentication did not complete” on the new device, check that the app is unlocked, notifications are enabled, the app is updated, the device has a working network connection, and the device date/time is correct.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Troubleshoot Microsoft verification code issues
• 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 authenticator sending me into a spiral
• Requesting a Tenant Admin MFA Reset
• I need to reset my mfa methods