Authenticator gone. How do I access account

If access to Microsoft Authenticator is lost, the available path depends on which recovery methods were already set up.

1. On the sign-in screen, look for Other ways to sign in or Sign in another way.
   • If another verification method was added earlier, use that method.
   • If no alternative appears, no other verification method is configured.
2. If this is a personal Microsoft account:
   • Use the Microsoft account sign-in helper.
   • If the issue is specifically restoring Authenticator and the backup account cannot be accessed, support agents cannot restore those Authenticator account credentials.
   • If Authenticator cannot be restored for another reason, add the accounts again.
   • If the account is passwordless and access to the old phone was lost, sign in to the Microsoft account dashboard, go to Security > Advanced security options, find Send sign-in notification for the old device, and remove it.
3. If this is a work or school account:
   • If another admin exists, that admin must reset the MFA settings or require the account to provide contact methods again.
   • If no alternative verification method was set up, contact the organization’s IT help desk.
   • If the lost account is the only admin account, a support case is required.
4. If sign-in is failing because Authenticator is malfunctioning rather than inaccessible, check these before retrying:
   • Make sure the app is unlocked.
   • Make sure notifications are enabled.
   • Update Microsoft Authenticator.
   • Restart the device.
   • Verify internet connectivity.
   • Verify device date and time settings.
5. If Authenticator shows Action required after restoring accounts:
   • Open Accounts in Authenticator.
   • Tap the affected account.
   • Tap the account tile and sign in to recover it.
   • Enter the password and complete the extra verification step.
6. If the app shows Something went wrong. [4s8qz]:
   • Wait a few moments and try again.
   • Open Authenticator and confirm the app opens normally and the account is listed.
   • Update the app.
   • On work or school devices, also update Company Portal and confirm the device is compliant.
   • Restart the device.

If all recovery options are unavailable, there is no direct bypass through Authenticator itself. For personal accounts, use the sign-in helper or Contact Microsoft Support. For work or school accounts, the IT admin or another cloud services admin must reset MFA settings.

References:

• Restore account credentials from Microsoft Authenticator
• Sign in using Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication
• Microsoft to stop sending SMS codes for personal accounts
• How to go passwordless with your Microsoft account
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes