Lost my phone - trying to setup Microsoft Authenticator on new one - requires authenticator?

Having only the phone number and recovery email is not always enough, because the account is configured to require two-step verification with specific methods (such as Microsoft Authenticator plus SMS/email). When the policy or security info requires Authenticator as a second factor, the sign-in flow will keep asking for it, even if SMS and email are available.

To regain access when the original phone with Authenticator is lost:

1. If at least one security method still works (for example, SMS or email sometimes succeeds):
   • Sign in to the Advanced security options page of the Microsoft account using whatever method still lets the sign-in complete.
   • Select Add a new way to sign in or verify and add a new method (for example, a new phone number, email, or another app-based method).
   • After confirming the new method (a code will be sent to it), remove the old method that is no longer accessible (for example, the old phone or old Authenticator registration) by expanding that security info and selecting Remove, then confirming.
   • Be careful not to remove all security info at once, or the account may be restricted for 30 days.
2. If all configured security methods effectively require Authenticator (or all security info is inaccessible):
   • Begin sign-in to the Microsoft account.
   • At the “Verify your identity” prompt, choose I don't have any of these.
   • Follow the guided process to replace the security info. Once completed, there is a 30‑day waiting period before full sign-in is allowed.
3. If Authenticator backup cannot be restored:
   • If Authenticator account credentials cannot be restored from backup, accounts must be added again on the new device. Use the account’s sign-in and verification methods (after the steps above) to re-register the Microsoft Authenticator app.

If none of the existing methods (phone, email, or backup account) can be used to complete verification, support agents cannot override or send verification codes; the self-service recovery process and the 30‑day security-info replacement flow are the only supported paths.

References:

• Troubleshoot Microsoft verification code issues
• Restore account credentials from Microsoft Authenticator