Log in issues

Holloman, Makayla 0 Reputation points
2026-07-02T13:23:51.21+00:00

I got a new phone and now I can’t get into my work email due to not receiving an area to enter the code on my Authenticator app. I checked all of my settings and they were the same as my old phone. How do I fix this?

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Liora D 17,645 Reputation points Microsoft External Staff Moderator
    2026-07-02T13:55:28.7566667+00:00

    Dear @Holloman, Makayla,

    I hope you’re having a good day.

    I’m sorry to hear you’re having trouble signing in after changing your phone. When you replace your device, Microsoft Authenticator does not automatically transfer MFA settings unless you previously enabled cloud backup and restored it on the new phone. 

    If you're using a work or school account, please note that MFA settings are typically managed by your organization's IT administrator. In this case, I recommend contacting your admin to verify your MFA configuration or reset your authentication methods. 

    Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

    If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

    However, if you are the sole Global Administrator on the tenant and don’t have access to any other MFA methods, then this becomes a full admin lockout situation. In that case, the only supported way forward is to contact Microsoft Support and request a tenant admin recovery / MFA reset. This request is handled by the Microsoft Data Protection / Identity team, who can verify ownership and unblock or reset the MFA configuration for your account.

    Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

    (Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)     

    In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.    

    Answer: Authenticator.    

    A: What products do you use?    

    B: Office 365 for business.    

    Verification: Education or company account?    

    B: For companies    

    A: Are you an administrator?    

    B: Yes.    

    A: Are there any other administrators in your organization?    

    B: No.    

    A: I need one.... Service request?    

    B: Yes    

    If your organization’s Office 365 Business subscription was purchased through a partner or reseller, and you’re unable to open a service request directly, you may also contact the reseller’s support provider and ask them to open a support request on your behalf.

    Alternatively, you can try set up a new trial tenant and submit your support request, please follow this link to create a trial tenant: Compare Office 365 Enterprise Pricing and Plans | Microsoft 365 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

    Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click Support > Help & support icon to raise your ticket. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

    User's image

    Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to. The support team will help you to create ticket on the affected tenant then later on the Microsoft Data Protection team will assist you.

    Note: This process will take more time than usual (7-14 working days) for your account to get access again as Data Protection is always overwhelmed with the number of tickets. As I am forum moderator, I do not have access to Microsoft internal system to assist or push this process to be quicker.

    If you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges. This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.   

    I hope my information is helpful. Please give me any updates once you get this resolved.

    Warm regards, 

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".    

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-07-02T13:24:03.2233333+00:00

    The issue is typically caused by Microsoft Authenticator being locked, outdated, or not correctly set up on the new phone.

    Try these steps on the new phone:

    1. Unlock the Authenticator app
      Open Microsoft Authenticator and make sure any app lock (PIN, biometric, or screen lock) is cleared so the app is fully unlocked. A locked app can prevent the code entry box or approval prompt from appearing.
    2. Check notifications
      Ensure notifications are enabled for Microsoft Authenticator on the phone:
      • Turn on app notifications in the phone’s settings.
      • Make sure notifications are not set to silent or blocked.
        If notifications were disabled, try signing in again to your work email and look for a new prompt.
    3. Update Microsoft Authenticator
      Install or update to the latest version of the app using the instructions in Download and install the Microsoft Authenticator app. An outdated app can cause the “Authentication did not complete” behavior.
    4. Check network and device time
      • Make sure the phone has a stable internet connection (try switching between Wi‑Fi and mobile data).
      • Verify the date and time on the phone are set correctly (preferably automatic). Incorrect time or no connectivity can prevent the app from showing the verification prompt.
    5. If the app still doesn’t show a prompt or code
      • Try signing in to your work account using an alternative MFA method (SMS, office phone, etc.) if one is configured. On the sign‑in screen, choose “Sign in another way” and follow the prompts.
      • If no alternative method works or you cannot complete sign‑in, contact your organization’s IT help desk or Microsoft Entra administrator and ask them to reset your MFA settings. After they clear your settings, you’ll be prompted to re‑register Microsoft Authenticator on the new phone the next time you sign in.

    These steps address the common causes where the Authenticator app does not show a place to enter or approve a code on a new device.

    References:

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

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