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How to Fix Microsoft Authenticator Requiring Approval from an Unavailable Device
Question details
The user is unable to complete a work-account sign-in because the authentication system requires confirmation from a specific third device that is no longer available.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Attempting to sign into a Microsoft work account that has Multi-Factor Authentication (MFA) enabled.
- Observed behavior
- The sign-in process stalls by persistently requesting confirmation from a device the user cannot access, preventing login without an alternative verification method.
Before reaching out for help, check the login screen for an option that says 'Sign in another way' to see if you have a backup verification method like SMS or email already configured.
Contact Your IT Administrator for an MFA Reset
For work or school accounts, only your organization's IT department has the administrative rights to reset your multi-factor authentication settings and bypass the lost device.
Because work accounts are managed by your organization, end-users cannot bypass MFA policies on their own for security reasons. An administrator must intervene to clear your old device sessions.
Contact your organization's Microsoft 365 or IT administrator through email, phone, or your internal helpdesk system.
Ask the administrator to require a re-registration for MFA on your account or completely reset your multi-factor authentication settings.
Request that they remove your old Authenticator registration from the Azure Active Directory/Microsoft Entra ID so the system stops prompting the unavailable device.
Once the admin has reset your account, log in again and follow the on-screen prompts to set up the Microsoft Authenticator app on your new or current device.
Contact Microsoft Data Protection (For Administrators)
If you are the sole IT administrator for your organization and are locked out by this issue, you must contact Microsoft Support directly to regain access to your tenant.
Use Microsoft Account Recovery (For Personal Accounts)
If this issue is happening on a personal Microsoft account rather than a work account, you will need to utilize the standard Microsoft account recovery process.
Try WPS Office: A Free and Seamless Alternative
While you wait for your IT administrator to resolve your Microsoft account login issues, you can continue working on your documents without interruption using WPS Office. It is a lightweight, free alternative that functions seamlessly offline and online.
- 1. Download the Installer: Visit the official WPS website to download the free WPS Office installer.
- 2. Install the Application: Run the setup file and follow the quick on-screen instructions to install the suite.
- 3. Open Your Files: Launch WPS Office and directly open your existing Microsoft Office files to resume your work instantly.
Frequently Asked Questions
Why is Microsoft Authenticator asking for a device I no longer have?
When a device is initially set up for multi-factor authentication, Microsoft associates it with your account as the primary approval method. If you lose, format, or change devices without properly removing the old device from your security settings, the system will continue to send approval prompts to the original device.
Can I bypass the Microsoft Authenticator app if I don't have my device?
You can only bypass the app if you previously configured an alternative verification method, such as SMS text codes, phone calls, or a backup email. If these were set up, you can click 'Sign in another way' on the login screen to select one of those options.
How do I remove an old device from Microsoft Authenticator?
For personal accounts, log into your Microsoft account's Security dashboard, navigate to Advanced Security Options, and remove the old device from your authentication methods. For work or school accounts, you must ask your IT administrator to remove the device from your account profile in the admin center.
