MFA & Verification Issues

How to Access SharePoint After Losing Your Microsoft Authenticator Phone

WPS Editor Sep 29, 2026 868 views

Question details

The user is unable to log into a work or school SharePoint account due to losing the phone containing their Microsoft Authenticator app.

How to Access SharePoint After Losing Your Microsoft Authenticator Phone

Product: Microsoft SharePoint
Device & OS: not provided
Scenario: Attempting to sign in to a Microsoft 365 or SharePoint account but failing the multifactor authentication (MFA) prompt because the primary authenticator device is missing.
Observed behavior: The sign-in process is blocked at the MFA stage, preventing access to the SharePoint account and its associated files.

Before you start

Before contacting your IT department, check if you previously set up an alternative verification method, such as a backup phone number for SMS or a secondary email address.

Solution 1Recommended

Use an Alternative Verification Method

If you previously registered a backup MFA method, you can use it to bypass the Microsoft Authenticator app on your lost phone.

Microsoft allows users to register multiple verification methods. If you set up text messaging (SMS), a phone call, or a secondary email during your initial security setup, you can switch to one of these methods at the login screen.

Navigate to the sign-in page

Go to your SharePoint or Microsoft 365 sign-in page and enter your work or school email address and password.

Select alternative options

When the prompt asks you to approve the sign-in on your Microsoft Authenticator app, click the 'Sign in another way' or 'Other verification options' link.

Choose your backup method

Select an available alternative method from the list, such as receiving a text message with a verification code or answering a phone call.

Verify and sign in

Enter the code you receive via your backup method to complete the sign-in process and access your SharePoint files.

Update Security Info: Once logged in, immediately navigate to mysignins.microsoft.com/security-info to remove your lost phone and register a new device.

Solution 2

Contact Your IT Administrator for an MFA Reset

If you have no alternative verification methods available, your organization's IT admin must reset your authentication methods.

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Frequently Asked Questions

Can I recover my Microsoft Authenticator accounts on my new phone?

Yes, but only if you previously enabled cloud backup in the Microsoft Authenticator app on your old phone. If you did, you can select 'Begin recovery' when setting up the app on your new device and sign in with your personal Microsoft account to restore your credentials.

How do I add my new phone to my Microsoft security information?

Once you regain access to your account (either via a backup method or an IT admin reset), go to https://mysignins.microsoft.com/security-info. Click 'Add sign-in method', choose 'Authenticator app', and follow the prompts to scan the QR code with your new phone.

Can Microsoft Support help me bypass the MFA prompt?

No. For work or school accounts, multifactor authentication policies are strictly controlled by your organization's IT department. Microsoft Support cannot bypass or reset MFA for organizational accounts.

Login & Account Issues