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How to Fix Microsoft Authenticator Access with a Broken Screen
Question details
The user cannot access Microsoft Authenticator verification codes to sign in because the device containing the app has a broken display.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Attempting to log into a Microsoft account while the mobile device used for Multi-Factor Authentication (MFA) has a physically broken display.
- Observed behavior
- The user is blocked from signing in because they cannot view or approve the verification codes on the broken screen.
Check if your broken phone can still be connected to a PC or external monitor using an adapter to mirror the display, or verify if you have an alternative MFA method (like SMS or an alternate email) already set up on your Microsoft account.
Ask Your IT Administrator to Reset Your MFA Methods
If you are using a Microsoft 365 work or school account, your organization's IT admin can reset your authentication methods so you can register a new device.
This is the fastest and most secure method for enterprise or educational accounts. As a standard user, you do not have the permissions to bypass the MFA prompt yourself without alternative verification methods.
Reach out to your organization's IT support team or system administrator using an alternate communication method, such as a phone call or a colleague's messaging app.
Ask the administrator to navigate to the Microsoft Entra admin center and reset the Multi-Factor Authentication settings for your specific user account.
Once the administrator has cleared your old device settings, sign in to your Microsoft 365 account on a computer. You will be prompted to set up Microsoft Authenticator again. Scan the new QR code with your replacement phone.
Contact Microsoft Data Protection Support (For Sole Administrators)
Use this solution if you are the only global administrator for your organization's tenant and cannot access your account to reset your own MFA.
Use Account Recovery for Personal Microsoft Accounts
If you use a personal Microsoft account (like Outlook.com or Xbox), you must use alternative verification methods or the official account recovery form.
Try WPS Office While You Recover Your Microsoft Account
Locked out of your Microsoft 365 account due to Authenticator issues? You don't have to stop working. WPS Office is a free, lightweight, and highly compatible alternative that lets you view, edit, and create documents locally without requiring complex account verifications or cloud sign-ins.
- 1. Download and Install: Visit the official WPS website and download the free WPS Office installer for your operating system.
- 2. Open Your Local Files: Launch WPS Office and directly open your existing Word, Excel, or PowerPoint files stored on your computer without needing to log in.
- 3. Edit and Save: Edit your documents using the familiar interface and save them in standard Microsoft Office formats to ensure seamless sharing later.
Frequently Asked Questions
Can I recover my Microsoft Authenticator accounts on a new phone without the old one?
Yes, but only if you previously enabled the 'Cloud Backup' feature in the Microsoft Authenticator app on your old phone. You can install the app on a new device, sign in with your recovery account, and select 'Begin recovery' to restore your credentials.
What if my broken phone still rings but the screen is completely black?
If the touch digitizer still works, you might be able to blindly approve a push notification by tapping the screen where the 'Approve' button usually appears. Alternatively, you can connect the phone to an external monitor using a USB-C to HDMI adapter or use screen-mirroring software if USB debugging was enabled.
How do I turn off Microsoft Authenticator if I can't log in to my account?
You cannot manually turn off the Authenticator requirement without logging in first. For work or school accounts, an IT administrator must disable or reset it for you. For personal accounts, you must verify your identity through alternative methods or the Microsoft account recovery process before changing security settings.
