Microsoft Authenticator requires my old device to authenticate new email. My old device was destroyed, won't let me in. What do I do?

James Dueker 0 Reputation points
2026-06-10T01:00:49.25+00:00

As said in title. Microsoft authenticator won't let me add my school email as it requires the authentication on my old device to authorize login. My old device was destroyed so I can't get in. Need help

Microsoft 365 and Office | Subscription, account, billing | For education | Android
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  1. AI answer

    2026-06-10T01:01:12.3633333+00:00

    Because the old phone with Microsoft Authenticator is destroyed, the existing MFA registration for the school (work/school) account must be reset by the organization or by Microsoft support; it cannot be bypassed in the app.

    Use these steps:

    1. Try any other sign-in method on the account
      • If SMS, email codes, or another method is configured, choose “Use a different verification method” during sign-in and use that to get in.
      • If another method works, go to your Security info / two-step verification page and remove the old Authenticator registration, then add Microsoft Authenticator again on the new device.
    2. If no other method works and the account is a school/work account
      • Contact the school or organization’s IT/help desk and ask them to clear or reset your MFA / Authenticator settings for your account.
      • After they clear the settings, sign in again; you will be prompted to re-register Microsoft Authenticator on the new phone.
    3. If the device was lost or stolen
      • The guidance for lost or stolen devices is to either sign in using a different method or have the help desk clear your settings so you can re-register on the new device.

    If you are the only admin for a small organization/tenant and are locked out, the resolution in similar cases is to open a support ticket and have Microsoft’s Data Protection team reset the MFA configuration after verifying identity, but this must be initiated via Microsoft support channels, not from the app itself.

    References:

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  2. Anonymous
    2026-06-10T01:35:05.7166667+00:00

    Hi James Dueker

    I understand that you no longer have access to your old device, and Microsoft Authenticator is requiring approval from that device before you can sign in to your school account. 

    Since this is a school account, I recommend contacting your school's IT support team and asking them to refer to the following article to reset your MFA methods:  Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…. After that, you should be able to register Microsoft Authenticator on your new phone from scratch. 

    For security and management reasons, only your organization’s IT administrators can manage access and MFA settings for work or school accounts. Microsoft Support cannot directly reset MFA for accounts that are managed by an organization. 

    Once you regain access, it's a good idea to set up an additional sign-in method if your organization allows it (such as phone or email), so you’ll have a backup option in case something like this happens again.  

    Please let me know if you have any updates.  

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