New phone, can't access Authenticator

Question

New phone, can't access Authenticator

María Amador Osuna 0

I bought a new phone and wasn't aware I needed ti backup authenticator. Now apparently authenticator is linked to my old phone to which I have no access. This is a personal account. How can I fix it?

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3 answers

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Answer 1

For a personal Microsoft account, the fix depends on whether a backup exists and whether any alternate sign-in method is available.

Try restoring Authenticator first
- On the new phone, install Microsoft Authenticator.
- If backup had been enabled on the old phone, sign in with the same Microsoft personal account used as the recovery account and restore from backup.
- For personal accounts, if the account used only a one-time password code, that code entry is restored.
- If the account also used passwordless sign-in, only the account name is restored and sign-in is still required to complete setup.
If restore is not available
- Verify that backup had been enabled on the old phone.
- Verify that the same recovery account is being used.
- If moving between device types, restore must be to the same device type.
If the backup cannot be restored because the backup account cannot be accessed
- Use the Microsoft account sign-in helper: Sign-in helper
- Support agents cannot restore Authenticator credentials when the backup account itself is inaccessible.
If no backup exists or restore still fails
- Add the accounts again in Microsoft Authenticator.
- If the account shows Action required after restore, open the account in Authenticator, tap the account tile, choose the option to sign in to recover, then enter the password and complete the additional verification.
If sign-in prompts are still going to the old phone
- If the old phone is still available, approve the sign-in there once, then update the sign-in methods.
- If not, use a different verification method such as SMS if one was previously configured.

For future phone changes, complete the transfer before erasing or trading in the old phone, and keep the old phone until sign-in is confirmed on the new one.

References:

Answer 2

Bence Weiszmann 1,555

Dear @María Amador Osuna

First, try signing in to your Microsoft account and select Sign in another way. If you have another verification method set up, such as email, a security key, or a recovery code, you may be able to use that to access your account. If Microsoft Authenticator is your only verification method and you no longer have access to your old phone, you can use the Microsoft Sign-in Helper to start the account recovery process: https://support.microsoft.com/home/contact?linkquery=Can%27t%20sign%20in%20to%20backup%20account

Best regards,
Bence

María Amador Osuna 0 Reputation points

2026-09-03T18:05:37.7066667+00:00

Thank you. I am able to access the microsoft account but for some reasons I still don't get the coded in authenticator
Bence Weiszmann 1,555 Reputation points

2026-09-03T18:59:13.0533333+00:00

Since you can access your Microsoft account but aren't receiving the verification notification in Authenticator, I would first check the notification and connectivity settings on your new phone. Microsoft has a troubleshooting guide that covers issues such as missing push notifications, notification permissions, network connectivity, battery optimization, and other common Authenticator problems. You can follow the troubleshooting steps here: https://support.microsoft.com/en-us/authenticator/troubleshoot-problems-with-microsoft-authenticator

Best regards,
Bence

Answer 3

If you can access your account, go to https://account.live.com > Security > Manage how I sign in. Add an authentication app and then follow the on-screen instructions to add it on your new phone. It should give you QR code to scan.

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If yu cannot access the above, if you’re on the sign-in page and can’t access your authentication app because it sent authentication request to the app on the old phone, click “I can’t use my app right now.” Then look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. Microsoft explains it further here.

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.