How to Generate a New Microsoft Authenticator QR Code After Losing Your Phone
Question details
The user needs to generate a new Microsoft Authenticator QR code to regain access to their account after losing the mobile device used for multi-factor authentication (MFA).
- Product
- Microsoft Authenticator / Microsoft 365
- Device & OS
- not provided
- Scenario
- The user lost their phone and is unable to approve MFA sign-in requests, preventing them from logging into their account or setting up a new authenticator app.
- Observed behavior
- The user is locked out of their account due to MFA requirements and cannot independently scan a new QR code without administrator intervention.
Determine whether you are using a work/school account managed by an organization or a personal Microsoft account, as the recovery steps differ significantly based on the account type.
Contact Your IT Administrator to Reset MFA for Work or School Accounts
If you are using a Microsoft 365 account provided by your organization, you cannot bypass the MFA prompt yourself and must have an administrator reset it.
For security reasons, end users cannot reset their own MFA settings without access to their secondary authentication method. Your IT administrator has the necessary permissions to manage these settings in the Microsoft 365 admin center.
Reach out to your company's IT support desk, help desk, or your school's IT administrator.
Ask the administrator to go to the Office 365 Admin Center, navigate to Users > Active users, select your account, and choose 'Manage multifactor authentication'.
Request that they either temporarily disable your MFA or use the option to 'Require re-register MFA'.
Once the admin has reset your settings, sign in to your Microsoft 365 account on a computer. You will be prompted with 'More information required' to set up your security info again.
Follow the on-screen prompts on your computer to add the Authenticator app, which will generate a new QR code for you to scan with the Microsoft Authenticator app on your new phone.
Use Microsoft Account Recovery for Personal Accounts
If you are locked out of a personal Microsoft account (such as @outlook.com or @hotmail.com), you must use alternative recovery methods to sign in.
Try WPS Office: A Free, Hassle-Free Alternative to Microsoft Office
Dealing with complicated Microsoft 365 account lockouts and MFA issues can disrupt your workflow. If you need a reliable way to create, edit, and manage your documents without complex cloud login requirements, WPS Office is an excellent desktop alternative.
- 1. Download: Visit the official WPS website to download the free installation package.
- 2. Install: Run the installer on your Windows, Mac, or Linux computer.
- 3. Work Instantly: Open your existing Microsoft Office files directly and start working without complicated account verifications.
Frequently Asked Questions
Can I generate a new Microsoft Authenticator QR code myself if I lost my phone?
No. If you are using a work or school account and only have the Authenticator app as your active 2FA method, you cannot bypass it yourself. You must contact your IT administrator to reset your MFA methods.
How do I find out who my Office 365 administrator is?
Your administrator is usually the IT department or technical support team at your workplace or school. If you are unsure, contact your HR department or the person who initially provided your email account credentials.
Will I lose my Microsoft account if I permanently lose my authenticator app?
Not necessarily. If you have backup verification methods (like a phone number or secondary email) for a personal account, or an IT admin for a work account, you can recover access and configure a new authenticator app.
Can I backup my Microsoft Authenticator accounts to avoid this in the future?
Yes, Microsoft Authenticator includes a Cloud Backup feature. For iOS devices, it backs up to iCloud, and for Android, it backs up to your personal Microsoft account. Enabling this feature allows you to recover your credentials on a new phone without generating new QR codes from scratch.
