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How to Add Microsoft Authenticator to a New Phone After Losing the Old One
Question details
The user needs to add their Microsoft account to the Authenticator app on a new phone but is blocked because they lost their old phone and do not have access to the QR code or verification codes.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Setting up multi-factor authentication on a replacement device without access to the original authentication device.
- Observed behavior
- The user is locked out of the account during the login process because the MFA verification prompt is sent to the lost device, and no backup codes are available to bypass it.
Check the login screen for a 'Sign in another way' or 'I can't use my Microsoft Authenticator app right now' option to see if you previously configured an alternative verification method like SMS or a secondary email.
Ask Another Administrator to Reset Your MFA Methods
If you are part of an organization (such as a school or company) that has multiple administrators, another admin can quickly reset your multi-factor authentication settings.
This is the fastest method to regain access. Any user with Global Administrator or Privileged Authentication Administrator rights in your Microsoft 365 tenant can force a re-registration of your MFA methods.
Reach out to another administrator in your organization and ask them to log in to the Microsoft Entra admin center or Microsoft 365 admin center.
Instruct the administrator to navigate to 'Users' > 'All users' and click on your specific account profile.
Under the 'Authentication methods' section for your account, ask the administrator to click on 'Require re-register MFA'.
Open a browser, log in to your Microsoft account with your standard password, and follow the on-screen prompts to scan the new QR code and set up Microsoft Authenticator on your new phone.
Contact Microsoft Support for an MFA Reset
If you are the only administrator on the tenant and have no backup authentication methods, you must contact Microsoft Support to verify your identity and reset your MFA.
Keep Working Without Interruptions Using WPS Office
While you are waiting for your Microsoft account access to be restored, you don't have to pause your work. WPS Office is a completely free, highly compatible alternative that lets you view, edit, and create Office documents locally on your device without requiring complex cloud logins or MFA verifications.
- 1. Download the software: Visit the official WPS Office website and click the free download button for your operating system.
- 2. Install WPS Office: Run the installer and follow the quick setup wizard to install the software on your computer.
- 3. Open your documents: Right-click your existing Word, Excel, or PowerPoint files and select 'Open with WPS Office' to continue working immediately.
Frequently Asked Questions
Can I recover my Microsoft Authenticator accounts without resetting MFA?
You can only recover the accounts directly if you enabled the 'Cloud backup' feature in the Authenticator app on your old phone before losing it. If a backup was created, logging into your personal Microsoft recovery account on the new phone's Authenticator app will restore your credentials.
How do I turn on cloud backup in Microsoft Authenticator for the future?
Open the Microsoft Authenticator app, tap the three dots (or menu icon) in the upper right corner, select 'Settings', and toggle on 'Cloud backup' (for iOS) or 'Cloud Sync' (for Android). You will need to link a personal Microsoft account to store the backup.
What happens if I cannot reach another administrator in my company?
If other administrators are unavailable or you are the only admin, your only option is to contact Microsoft Support by phone and escalate the issue to the Data Protection team for manual identity verification and MFA reset.
