MFA & Verification Issues

How to Fix Microsoft Authenticator Requesting Approval from an Old Phone

Maira Mehtab Sep 21, 2026 869 views

Question details

The user is unable to sign into their school account because the Microsoft Authenticator app is sending verification requests to an old, inaccessible phone.

Product: Microsoft Authenticator
Device & OS: not provided
Scenario: Attempting to sign into a school Microsoft 365 account on a new device without access to the previous Authenticator app setup.
Observed behavior: The sign-in process repeatedly prompts for number matching or approval sent to the old Microsoft Authenticator installation.

Before you start

Ensure you have an alternative method to contact your school's IT support team or Help Desk, as fixing this issue will require administrative access to your Microsoft 365 security settings.

Solution 1Recommended

Contact Your School's IT Administrator

This is the primary and required solution for end-users and students, as only the organization's Microsoft 365 administrator can deregister the old device.

Because Microsoft 365 school and work accounts are managed by the organization, end-users cannot bypass MFA natively if the primary authentication device is lost.

Your IT department has the necessary permissions to revoke old authentication sessions and reset your security info.

Identify your IT support contact

Locate the phone number, email address, or support portal for your school's IT help desk or Microsoft 365 administrator.

Request an MFA reset

Explain that you have a new phone and can no longer access your old Authenticator app. Ask them to 'Require re-register MFA' and revoke your existing MFA sessions.

Re-register your new phone

Once the administrator confirms the reset, attempt to sign into your school account again. You will be prompted to set up the Microsoft Authenticator app freshly on your new device.

Alternative Verification Methods: If you previously set up an alternative verification method like a phone number for SMS or an alternate email, you might be able to click 'Sign in another way' on the login screen. If this option is missing, IT intervention is mandatory.

Solution 2

Contact Microsoft Support (For Administrators Only)

If you are the sole global administrator for the organization and are locked out of your account due to an old phone, you must contact Microsoft directly.

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Frequently Asked Questions

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

You can only recover your accounts if you enabled the cloud backup feature on your old phone before losing access to it. If a backup was not created, you must contact your organization's IT admin to reset your MFA settings.

Why does Authenticator still ask for my old phone even though I deleted the app?

Deleting the app does not remove the device from your Microsoft 365 security settings. The system still recognizes your old device's unique hardware registration as the primary authentication method until it is manually deregistered by an administrator.

Is there a way to bypass Microsoft Authenticator if I lose my phone?

If you previously configured an alternative verification method, such as SMS, voice call, or a hardware security key, you can click 'Sign in another way' on the login screen. If no other methods were configured, IT intervention is required.

Login & Account Issues