Microsoft authenticator app is not working on new i phone 17

Mike S. Harper 0 Reputation points
2026-07-12T19:16:54.3633333+00:00

i have a new i phone 17 and my Microsoft authenticator app is not working correctly and will not let me sign in to it. please reset it.

Moved from: Microsoft Security | Microsoft Authenticator

Microsoft 365 and Office | Subscription, account, billing | For business | iOS
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  1. Vivian-HT 17,895 Reputation points Microsoft External Staff Moderator
    2026-07-13T00:01:42.9333333+00:00

    Dear @Mike S. Harper

    Based on your description, I understand how urgent this situation must feel. Please know you’re not alone in this, and I’ll guide you through every step to get you back in control as quickly as possible.

    First of all, after you enter your email and password, carefully look for specific links that can help, such as "I don't have my authenticator app", "Use a different way to sign in", and "Show more verification options". These may allow you to receive a code via SMS or email if you have previously set up these recovery methods. 

    If you are using personal account (@outlook.com/@hotmail.com), Microsoft's official account recovery form is your next step. You can find the form here: https://account.live.com/acsr. Please provide as much accurate information as possible (e.g., account creation date, past passwords, contacts). 

    Otherwise, you are still unable to recover your account, you can reach out directly to Microsoft Support > Visit: https://support.microsoft.com/contactus > You might need to sign in with a different Microsoft account (or create a temporary one) to access support options like live chat or a call-back request. Clearly explain your issue, for example: "Unable to access account – 2FA not working – recovery form unsuccessful." 

    If you are using business account (work/school account), please understand that I cannot directly reset your Microsoft Authenticator app or your authentication methods. For security reasons, only your organization's administrator (for work/school accounts) or Microsoft's account recovery processes (for personal accounts) can perform those actions.

    In this case, please reach out to your organization’s IT administrator or helpdesk. They can reset your multi-factor authentication settings or help you regain access. For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

    However, if you are the only administrator and are locked out, the most direct method is to call Microsoft's support line to raise a request for resetting your authentication method. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

    Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

    In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

    IVR: What kind of problem are you concerned about? 

    You: Authenticator. 

    IVR: What kind of product do you use? 

    You: Office 365 for business. 

    IVR confirmation: education or company account? 

    You: For companies 

    IVR: Are you an administrator? 

    You: Yes. 

    IVR: Do you have the other administrator in your organization? 

    You: No. 

    IVR: Do you need a... Service request? 

    You: Yes  

    This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

    If you have difficulty reaching an agent by phone, there is a reliable workaround. This involves creating a new, temporary Microsoft 365 account to contact the support team online. 

    • Sign up for a new Microsoft 365 Business trial using this link: Compare All Microsoft 365 Plans. You will need to use a different, personal email address to register. 
    • Once the trial account is created, log in to its Admin Center > From the Admin Center, open a new Service Request. For reference:  Get support | Microsoft Docs   
    • In the ticket description, explain that you are locked out of your primary tenant (your.onmicrosoft.com) and that you need to speak with the Data Protection team to regain access.
    • Remember to provide your locked account's details and a good contact number for them to reach you. 

    Important: Please remember to cancel the trial subscription after your original account issue is resolved to avoid any future charges. 

    I am confident that the Data Protection team can resolve this for you. Please try the phone option first, as it is the most direct path. Let me know if you have any questions about these steps. 

    Note: Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.

    I hope the information shared helps point you in the right direction. Thank you for your patience and understanding. I'm looking forward to your update.

    If the answer is helpful, please click "Yes''. 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

    2026-07-12T19:17:16.3+00:00

    The app itself cannot be reset remotely, but access can be restored by either recovering from backup or having multi-factor authentication (MFA) reset on the account.

    Follow the path that matches the account type.

    1. On the iPhone 17, ensure the app can restore a backup

    If the previous iPhone was also iOS and Authenticator backup was enabled:

    1. On the old device (if still available):
      • Turn on iCloud Drive.
      • Turn on iCloud Keychain.
      • Turn on iCloud Backup.
      • In the Saved to iCloud list, make sure Authenticator is toggled on.
      • Ensure Microsoft Authenticator is version 6.8.33 or later and open it at least once.
    2. On the new iPhone 17:
      • Uninstall Microsoft Authenticator.
      • Reinstall Microsoft Authenticator from the App Store.
      • Open the app and sign in with the same recovery account used on the old phone.
      • Use the backup/Begin recovery option; the backup should now appear and restore.

    After restore, for work/school and passwordless accounts, open each account entry and sign in again when prompted, because only the account name is backed up and sign-in must be re-established.

    1. If backup/restore does not work or the old phone is unavailable

    Use the appropriate recovery path based on account type.

    Personal Microsoft account (Outlook.com, Hotmail, etc.)

    1. Go to the Microsoft account recovery and security pages (from a browser) and sign in using any available alternative verification method (recovery email, SMS, etc.).
    2. In Security → Advanced security options, turn off two-step verification temporarily or remove the old Authenticator method.
    3. Turn two-step verification back on and add Microsoft Authenticator again by scanning the new QR code with the app on the iPhone 17.
    4. Save any recovery codes provided.

    If completely locked out (no SMS, no recovery email, no other method), submit the Microsoft Account Recovery form and complete the ownership verification steps, then remove the old Authenticator and set up the new one as above once access is restored.

    Work or school (organization) account

    1. Contact the organization’s IT administrator or Global Administrator.
    2. Ask them to reset or require re-registration of MFA for the account in Microsoft Entra ID (they use entra.microsoft.com → Users → select the user → Authentication methods → Require re-register of multi-factor authentication / reset MFA).
    3. After they reset MFA, sign in again on a browser; the sign-in will prompt to set up MFA from scratch.
    4. Choose Microsoft Authenticator as the method and scan the new QR code with the app on the iPhone 17.

    Resetting/re-registering MFA removes existing methods, so ensure access to a valid phone number or email for verification during setup.

    If the app shows “Authentication did not complete” or similar while doing this on the new phone, check:

    • Authenticator app is unlocked.
    • Notifications are enabled and not silent.
    • The app is updated to the latest version.
    • The phone has a working internet connection.
    • Date and time on the device are correct.

    If none of these paths work, contact Microsoft Support or the organization’s IT support and indicate that access to the old Authenticator device is lost and MFA needs to be reset.

    References:

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

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