Fix MyColes Login Issues After Losing Microsoft Authenticator
Question details
User is unable to sign in to the MyColes portal after changing roles and returning a work phone that had the Microsoft Authenticator app installed.
- Product
- MyColes / Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Attempting to access the MyColes portal without the previously registered authentication device.
- Observed behavior
- The sign-in process redirects to the Microsoft password management page or leaves the user completely locked out of the portal.
Ensure you have your employee ID, manager's details, and alternative contact information ready before reaching out for identity verification.
Contact the IT Help Desk for an MFA Reset
The safest and most effective way to regain access when an authenticator device is lost or returned is to have a system administrator reset your multifactor authentication methods.
Corporate portals like MyColes use secure Microsoft identity protocols. When you lose access to the primary authenticator app, the system locks the account to prevent unauthorized access. Self-service bypasses are intentionally disabled for security.
Collect your employee ID, full name, and any other verification details your company typically requires for IT support requests.
Call the official Coles or MyColes IT help desk, or reach out to your team's identity administrator directly.
Clearly state that you have returned your previous work phone, no longer have access to the Microsoft Authenticator app, and are locked out of MyColes.
Ask the administrator to clear your old multifactor authentication methods so you can register a new device upon your next login.
Once the reset is confirmed, navigate to the MyColes login page, enter your credentials, and follow the on-screen prompts to set up Microsoft Authenticator on your current device.
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Frequently Asked Questions
Can I transfer Microsoft Authenticator to a new phone without the old one?
If you did not previously back up your Microsoft Authenticator credentials to a personal cloud account, you cannot transfer the configurations to a new device. You must ask your IT administrator to reset your MFA setup.
Why does MyColes redirect me to a password change page?
MyColes relies on the Microsoft Identity platform. When the system detects a login attempt that cannot be verified with the required MFA token, it often falls back to the password recovery or management page to protect the account.
What should I do before returning a corporate work phone in the future?
Always ensure you add a secondary authentication method, such as a backup phone number or an alternate authenticator app on a personal device, before wiping and returning your corporate phone.
