New phone - problems with logging in

Gitte De Mulder 0 Reputation points
2026-06-10T20:59:09.3733333+00:00

Hi!

I recently broke my mobile phone where I had the microsoft authenticator app. Now I can't open my account on my new phone, because I can't confirm the new device from my old one.

What do I do?

Thank you for your help.

Microsoft Security | Microsoft Authenticator

1 answer

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  1. AI answer

    2026-06-10T20:59:22.3766667+00:00

    If the old phone is broken and Microsoft Authenticator cannot be used on it, the account must be recovered or MFA methods updated using the options still available.

    1. If still signed in somewhere (PC or browser)
      • Go to the Security info / Additional security verification page for the account (for work/school accounts this is described in the "Additional security verification" page flow).
      • Remove the old Microsoft Authenticator method.
      • Add a new sign-in method (phone or Authenticator on the new device), then follow the prompts to scan the QR code in the new Authenticator app.
    2. If this is a work or school account and sign-in is not possible anywhere
      • Another admin in the organization must reset MFA for the account so Authenticator can be set up again.
      • If there is only one admin and that admin is locked out, Microsoft’s Data Protection team must be involved via a support ticket raised through Microsoft Support. This is the documented path when a sole global admin is locked out due to Authenticator/MFA issues.
    3. If this is a personal Microsoft account and sign-in is still possible on a PC
      • Sign in to the Microsoft account security page.
      • Under Security info, remove the old Authenticator app entry.
      • Add Authenticator app again and configure it on the new phone.
    4. If no device is signed in and no alternative MFA method works
      • Use the account recovery options presented on the sign-in page (email/SMS/other methods).
      • If none of them work and this is a work/school tenant where there is only one admin, contact Microsoft Support and request escalation to the Data Protection team as described in the referenced tenant-lockout guidance.

    Once access is restored and Authenticator is working on the new phone, remove any old devices or methods that are no longer used so future notifications do not go to an unavailable device.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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