Unable to access Microsoft Authenticator after phone reset

Follow the appropriate path based on whether the account is personal (Outlook.com, Hotmail, etc.) or work/school (Microsoft 365/Entra ID).

1. Try restoring Authenticator from backup (if previously enabled)

• Install Microsoft Authenticator on the phone.
• On Android, open Authenticator and select Restore from backup or Begin recovery before signing in.
• Sign in with the same personal Microsoft account that was used to configure backup. This restores stored OTP codes and account names.
• If an account shows Sign in to restore your account or Action required, tap it, then:
  • Tap Sign in.
  • Enter the account password.
  • Confirm email or phone as additional verification.

If Restore from backup or Begin recovery is not visible, remove or sign out of all accounts in Authenticator first, then try again. How to sign out from Authenticator.

2. If Authenticator backup cannot be used

• For Microsoft personal accounts:
  • If backup cannot be restored and there is no access to the backup account, support cannot restore Authenticator credentials.
  • Use the Microsoft account sign-in helper to regain access to the backup account: Sign-in helper.
  • Once access is regained, sign in and re-add Microsoft Authenticator as a sign-in method.
• For work or school accounts:
  • If another MFA method (SMS, phone call, etc.) was configured, choose Sign in another way on the sign-in screen and use that method.
  • If no alternative method is available, contact the organization’s IT help desk or Microsoft 365/Microsoft Entra administrator and request an MFA reset (Require re-register multifactor authentication). After the reset, sign in again and reconfigure Authenticator.

3. If locked out of a business tenant and the user is the only admin

• Microsoft Data Protection team must assist with regaining access.
• Call the appropriate Microsoft customer service phone number (commercial support) and clearly state:
  • The issue is with Authenticator and Office 365 for business.
  • It is a company account.
  • The caller is the only administrator and is locked out due to MFA.
• The frontline agent can create a ticket and route it to the Data Protection team to reset MFA methods.
• As an alternative, create a temporary trial Microsoft 365 tenant, access its admin center, and open a support ticket requesting Data Protection assistance for the original tenant.

4. After MFA reset or successful sign-in

• Go to the security info page (for work/school) or account security settings (for personal accounts).
• Remove any old Authenticator registrations that point to the previous device.
• Add Microsoft Authenticator again:
  • Choose Authenticator app as a sign-in method.
  • Scan the QR code with the app.
  • Complete verification.
• Optionally add a backup method (phone, SMS, or another app) to avoid lockout if the phone is reset again.

If repeated sign-in attempts have been made, Microsoft Entra MFA may temporarily block further attempts. In that case, wait and then try again or use another MFA method if available.

References:

• Restore account credentials from Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• How to add your accounts to Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Can't set up MFA because five devices are already registered to use an authenticator app
• I need to reset my mfa methods - Microsoft Q&A
• Authenticator locked and cannot access at all after replacing phone - 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A