Please reset my authenticator as I got a new phone and it was not updated.

Account and authenticator resets cannot be performed.

To regain access when the Microsoft Authenticator app is no longer available on a new phone, use one of these supported paths, depending on the type of account and admin setup:

1. If this is a work or school (business) account and there is another admin
   1. Contact the organization’s Microsoft 365/Entra administrator.
   2. The admin signs in to the Microsoft Entra admin center (https://entra.microsoft.com).
   3. Go to Users → All users → [select user] → Authentication methods.
   4. Select Require re-register multifactor authentication.
   5. After this, sign-in will prompt to set up Microsoft Authenticator again on the new phone.
2. If this is a work or school account and there is no other admin (only one admin on the tenant)
   1. Call the regional Microsoft customer service phone number listed at Customer service phone numbers - Microsoft Support.
   2. When the automated system asks, indicate:
      • Issue: Authenticator.
      • Product: Office 365 for business.
      • Account type: Company account.
      • Role: Administrator.
      • Other admins: No.
      • Request: Create a ticket with the Data Protection team to reset MFA/authentication methods.
   3. The Data Protection team follows identity-verification procedures and can reset MFA so that sign-in and Authenticator registration can be reconfigured.
3. If this is a personal Microsoft account (Outlook.com, Hotmail, Live, etc.)
   • During sign-in, choose I don’t have any of these when asked for a verification method.
   • Follow the prompts to recover the account and update security info (phone/email). This process replaces old security methods so that new verification options can be set up.
4. If SMS or email codes are also failing
   • Ensure the phone number or email on file is still accessible and correctly configured.
   • If codes still do not arrive or cannot be used, use I don’t have any of these during sign-in and complete the recovery flow, or contact support as described above so a Data Protection case can be opened.

Phone callbacks or direct code delivery by support agents are not allowed; support can only assist by opening a case and guiding through identity verification and MFA reset.

References:

• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• I need to reset my mfa methods - 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
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account