I'm trying to set up microsoft authenticator on my new phone

The account is stuck in a loop because all current sign-in methods point back to Microsoft Authenticator on the old phone or are failing. To break the loop, an alternative verification method or an admin reset is required; this cannot be fixed only inside the app on the new phone.

Use these steps based on the type of account:

1. If this is a work or school (Microsoft 365 business/education) account
   • Sign in from a browser on a computer and go to the Additional security verification / Security info page as described here: go to Office.com, open View account → Update info to reach the Security info page.
   • Remove the old phone method: on Security info, delete the old phone entry (for example, the phone that no longer exists).
   • Add a new method that does not require the old Authenticator:
     1. Choose Add sign-in method.
     2. Select Phone and add the new phone number for text or call.
     3. After that, install Microsoft Authenticator on the new phone and follow the steps in Download and install the Microsoft Authenticator app to add the account by scanning the QR code from the Security info setup wizard.
   • If sign-in to the browser also always demands Authenticator and there is no working alternative method, the account admin must reset MFA:
     • Contact the organization’s Microsoft 365/Entra admin and ask them to go to Microsoft Entra admin center → Users → All users → [your user] → Authentication methods → Require re-register multifactor authentication. After this reset, sign-in will prompt to set up Authenticator again on the new phone.
2. If this is a business account and the user is the only admin
   • The MFA loop cannot be broken self-service. The Microsoft Data Protection team must verify identity and reset access.
   • Call the appropriate Customer service phone numbers - Microsoft Support line and request a ticket for being locked out of an admin account with Microsoft Authenticator. Follow the automated prompts until a service request is opened for the Data Protection team.
3. If this is a personal Microsoft account (Outlook/Hotmail) and no method works
   • Use the standard account recovery and alternative verification options from a browser. If all methods (Authenticator, SMS, email) are blocked or failing, the automated recovery process is the only supported path; support agents cannot bypass it for consumer accounts.
4. When setting up the new phone after access is restored
   • From a browser, go to the Security info / Additional security verification page.
   • Ensure at least two methods are configured (for example, Phone plus Microsoft Authenticator) so that if the phone is replaced again, there is a backup method to sign in.
   • On the Set up your account wizard:
     1. Install Microsoft Authenticator on the new phone.
     2. Scan the QR code shown in the wizard with the app.
     3. Approve the test notification.
     4. Optionally add a phone (text or call) as a second method and complete the wizard.

If the password is repeatedly reported as incorrect even immediately after reset, that indicates either the wrong account is being used or the sign-in is being blocked by MFA/Conditional Access policies. In a work/school scenario, contacting the organization’s admin is required so they can review and reset the MFA configuration.

References:

• How to add your accounts to Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication
• Set up Security info from a sign-in page
• Troubleshoot problems with Microsoft Authenticator
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Why can't just use my password anymore to log into my email. been going on for a while.... - 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
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A