i am not able to access my authenticator app in my new device because my old device is dead

Access to Microsoft Authenticator on a new device depends on whether a backup or alternate sign-in method is available.

1. If using iOS and had iCloud backup
   • On the old device (for future reference):
     • Turn on iCloud Drive, iCloud Keychain, and iCloud Backup.
     • In Saved to iCloud, enable the toggle for Authenticator.
     • Ensure Authenticator is version 6.8.33 or later and open the app at least once.
   • On the new iOS device (now):
     • Uninstall and reinstall Microsoft Authenticator.
     • Open the app and sign in; the backup should appear and can be restored.
   Details: see the “I don’t see my backup restored on my new iOS device” section in the reference.
2. If no backup and locked out of accounts
   • For personal Microsoft accounts: use other verification methods (SMS, email, or recovery options) if offered during sign-in. If codes are sent to Authenticator on another device, choose Use a different verification method (such as SMS) where available.
   • If all sign-in attempts still demand Authenticator and no other methods work, account recovery or support escalation is required. For Microsoft 365 tenants where the only global admin is locked out, Microsoft’s Data Protection team must verify identity and reset MFA, as described in the referenced Q&A cases.
3. If seeing “Authentication did not complete” on the new device
   • Ensure:
     • Microsoft Authenticator is unlocked.
     • Notifications are enabled and not silent.
     • The app is updated to the latest version.
     • The device has a working internet connection (try switching Wi‑Fi/mobile data).
     • Date and time settings are correct.
4. If using passkeys and they no longer work on the new device
   • Delete any invalid or obsolete passkeys in the Authenticator app.
   • Set up a new passkey on the new device.
   • Then remove old passkeys from the account as described in the passkey troubleshooting reference.

If none of the above options allow sign-in and there is no backup or alternate method, direct support from Microsoft (including the Data Protection team for tenant admins) is required to regain access.

References:

• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Troubleshoot signing in with a passkey
• Authentication did not complete
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A