My Authenticator no longer works

If the old phone is no longer available, the next steps depend on whether this is a personal Microsoft account or a work/school account.

1. Check whether the sign-in request is still going to the old phone.
   • When Authenticator was last used on an older device, push notifications can continue going there instead of the new phone.
   • If the old phone is still accessible, open Authenticator on that device and approve the sign-in.
   • If not, try another verification method such as SMS, if one is available.
2. If this is a personal Microsoft account:
   • Go to your account security settings and remove the old Authenticator registration, then set up Authenticator again on the new phone.
   • If no other verification method works, use the account recovery flow. One documented community answer notes that when no listed methods are available, recovery may require adding new contact information and waiting 30 days before the change completes.
3. If this is a work or school account:
   • The MFA registration usually has to be reset by the organization’s IT admin.
   • Ask the admin to require MFA re-registration or reset the authentication methods, then sign in again and register the new phone.
   • If five old Authenticator device registrations exist, some or all sign-in methods may need to be deleted from https://aka.ms/mysecurityinfo before setup can complete.
4. If the app shows an error such as authentication not completing, check these on the new phone:
   • Make sure Authenticator is unlocked.
   • Make sure notifications are enabled.
   • Update to the latest version of Microsoft Authenticator.
   • Check internet connectivity by switching between Wi‑Fi and mobile data.
   • Make sure Date & time settings are correct.
   • If using VPN, disconnect it and test again.
5. If the issue started after moving to a new iPhone and backup restore did not work:
   • On the old device, iCloud Drive, iCloud Keychain, and iCloud Backup must have been enabled for Authenticator.
   • Authenticator must be version 6.8.33 or later.
   • On the new device, uninstall and reinstall Authenticator so the backup can appear.
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.
   • Restart the device.
   • On a work/school device, also update Company Portal and confirm the device is compliant.
7. If none of the above works:
   • In Authenticator, open the top-level menu and select Send feedback to send logs.
   • For personal accounts, contact Support or use the Microsoft Authenticator forum.
   • For work/school accounts, contact the IT admin or helpdesk.

• Microsoft Authenticator FAQs
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