Unable to Access Microsoft Account Due to Lost Authenticator Access

rsadeveloper 0 Reputation points
2026-08-27T20:42:12.2566667+00:00

Hello,

I am experiencing an issue accessing my Hotmail/Microsoft account.

My account has Microsoft Authenticator (two-factor authentication) enabled. Recently, I changed my mobile phone and unfortunately lost access to the Authenticator app that was configured for my account.

I was able to verify my identity through the alternative recovery methods:

  • SMS verification
  • Secondary email verification

Using these methods, I successfully reset my password. However, after changing the password and attempting to sign in, the system still requires approval through Microsoft Authenticator.

When I select "Other ways to sign in", I am prompted to reconfigure my secondary email address and phone number. After completing this process, the system asks me to change my password again. Once the password is changed, I am redirected back to the same authentication requirement, creating an endless loop.

As a result, I am unable to access my account, even though I can successfully verify ownership through SMS and my recovery email address.

Could you please assist me in:

  1. Regaining access to my account without the original Authenticator device.
  2. Removing or resetting the current Authenticator registration.
  3. Updating my security information so I can sign in normally.

I can provide any additional information necessary to verify my ownership of the account.

Thank you for your assistance.

Kind regards,

Robson AssisHello,

I am experiencing an issue accessing my Hotmail/Microsoft account.

My account has Microsoft Authenticator (two-factor authentication) enabled. Recently, I changed my mobile phone and unfortunately lost access to the Authenticator app that was configured for my account.

I was able to verify my identity through the alternative recovery methods:

  • SMS verification
  • Secondary email verification

Using these methods, I successfully reset my password. However, after changing the password and attempting to sign in, the system still requires approval through Microsoft Authenticator.

When I select "Other ways to sign in", I am prompted to reconfigure my secondary email address and phone number. After completing this process, the system asks me to change my password again. Once the password is changed, I am redirected back to the same authentication requirement, creating an endless loop.

As a result, I am unable to access my account, even though I can successfully verify ownership through SMS and my recovery email address.

Could you please assist me in:

  1. Regaining access to my account without the original Authenticator device.
  2. Removing or resetting the current Authenticator registration.
  3. Updating my security information so I can sign in normally.

I can provide any additional information necessary to verify my ownership of the account.

Thank you for your assistance.

Kind regards,

Robson Assis

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-08-27T20:42:35.0166667+00:00

    For a personal Microsoft account with two-step verification enabled, the supported path is to replace the security info tied to the lost Authenticator and wait for the security hold to complete.

    1. Start sign-in to the Microsoft account.
    2. At the Verify your identity prompt, select I don't have any of these.
    3. Follow the prompts to replace the security info with methods that are currently accessible.
    4. After the replacement is submitted, there is a mandatory 30-day wait before sign-in can complete with the new security info.

    Important details for this scenario:

    • Resetting the password by SMS or secondary email does not remove the existing Authenticator requirement.
    • If access to the original Authenticator is lost, support agents are not allowed to send verification codes, reset links, or directly change account details.
    • If all current security methods are replaced, the account can be restricted for 30 days as part of the protection process.
    • If the old security info becomes available during those 30 days, it can still be used to sign in, and doing so cancels the pending security-info update.

    If the issue is specifically with restoring Microsoft Authenticator on the new phone:

    • If backup account access is unavailable, support cannot restore Authenticator credentials.
    • The account must either be added again after access is recovered, or the Microsoft account sign-in recovery flow must be used first.

    If sign-in still fails or loops, use the Microsoft account Sign-in Helper first. If no problem is detected there, continue with the security-info replacement flow above.

    References:

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

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