MICROSOFT AUTHENTICATOR ON NEW DEVICE

Question

MICROSOFT AUTHENTICATOR ON NEW DEVICE

Joyce Olayinka 0

I previously used Microsoft Authenticator on your personal phone but i lost the phone and now i am unable to access my work email on the new device. It is a domain mail and i no longer have the old device. i did not switch platforms, both phones are iPhone. i have tried signing in to Microsoft 365 on a browser and it still prompts for authenticator approval. i can see the option to sign in another way but when i choose that option, it still brings me back to authenticate with codes. Please what do i do as i need to access the email urgently.

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Answer 1

Hendrix 990 Independent Advisor

Hi Joyce,

Thank you for your detailed sharing, and I'm sorry to hear you're having trouble logging into your Microsoft account.

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset. Since the new phone hasn’t been configured with the Authenticator yet, the authentication requests may still be linked to your previous device, which can leave you stuck in a sign-in loop.

Because you're using a work or school account, the MFA settings are managed by your organization's IT administrator. Unfortunately, this isn't something that can be reset from the user side.

Therefore, in this case, the most appropriate next step is to contact your company's Microsoft 365 administrator. You can share with them the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication to revoke existing MFA sessions and require re-registration. This process usually only takes a couple of minutes.

Once finished, the next time you sign in, you will be prompted to set up Microsoft Authenticator again from the beginning, and verification codes should be delivered normally. If appropriate, you may also wish to ask the administrator to add an additional authentication method, such as SMS or email, to help ensure continued access in the future.

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support.

I hope this information helps point you in the right direction and allows you to regain access to your account as quickly as possible.

Thank you for your cooperation and understanding.

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Joyce Olayinka 0 Reputation points

2026-08-20T20:38:01.35+00:00

What if the email was created via GoDaddy, how do you contact IT admin.
Hendrix 990 Reputation points Independent Advisor

2026-08-20T21:02:13.3933333+00:00
Hi Joyce,

If that's the case, the next step depends on whether GoDaddy manages your tenant or not:

<Scenario 1> If GoDaddy also manages your tenant

In this case, since this mailbox is managed through Microsoft 365 by GoDaddy, GoDaddy Support can review the user’s subscription, license assignment, and mailbox provisioning status from their side, and they can also help you with the MFA concern. Therefore, the best next step is to reach out to GoDaddy Support and ask for their help to revoke your MFA session

<Scenario 2> If GoDaddy doesn't manage your tenant

In this case, your situation would become a sole admin locked-out situation. The next essential step is to involve the Microsoft Data Protection team, as they are the only team authorized to help recover an admin account in these circumstances.

You can reach out to the Microsoft Data Protection team by calling your regional Microsoft support hotline here: Customer service phone numbers - Microsoft Support and choose Work account.

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

(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.)

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 another administrator in your organization?

You: No.

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

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

I truly hope this helps you regain access to your account quickly. Even though I can't directly intervene, directing you to the correct and specialized support is the most effective help I can provide.