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How to Recover Microsoft 365 Business Account After Losing Phone Authenticator
Question details
The user needs to regain access to their Microsoft 365 business account after losing the mobile device used for Microsoft Authenticator MFA.
- Product
- Microsoft 365 Business
- Device & OS
- not provided
- Scenario
- Attempting to log into a Microsoft 365 business account but cannot pass multi-factor authentication because the phone with the authenticator app is lost.
- Observed behavior
- The user is locked out of their account due to a missing Microsoft Authenticator app and lacks an alternative method to verify the login attempt.
Before proceeding, check if you have previously configured an alternative authentication method, such as an alternate email address or phone number for SMS codes. If not, you will need administrative assistance to regain access.
Contact your Microsoft 365 Administrator for an MFA Reset
If you are a standard user, the fastest and most direct way to regain access is to have your organization's IT admin reset your MFA settings.
In Microsoft 365 business environments, IT administrators have the authority to clear existing MFA sessions and require a user to re-register their security methods. This allows you to set up Microsoft Authenticator on a brand-new device.
Contact your company's IT support team or Microsoft 365 administrator via phone call or an alternative communication channel to report your lost device.
Ask the administrator to navigate to the Microsoft Entra admin center, locate your user profile, and select 'Require re-register MFA'.
If your organization has this feature enabled, ask the admin to issue a Temporary Access Pass. This will provide you with a time-limited passcode to sign in immediately.
Log into your Microsoft 365 account on your computer using your credentials or Temporary Access Pass. You will be prompted to set up your security information again. Download the Microsoft Authenticator app on your new phone and follow the on-screen QR code setup.
Contact Microsoft Business Support (For Sole Administrators)
Use this solution if you are the only administrator for your Microsoft 365 tenant and are locked out of your account due to a lost phone.
Need a reliable alternative while locked out of Microsoft 365?
While waiting to recover access to your Microsoft 365 account, you can keep working offline and online with WPS Office. It's a completely free, lightweight alternative that lets you edit your existing documents immediately.
- 1. Download and Install: Visit the official WPS Office website to download the free installation package for your Windows, Mac, or Linux computer.
- 2. Open your existing files: Launch WPS Office and directly open your locally saved .docx, .xlsx, or .pptx files.
- 3. Edit and save seamlessly: Edit your documents using the familiar interface and save them in standard Microsoft formats so they are ready when your main account is recovered.
Frequently Asked Questions
Can I recover my Microsoft Authenticator accounts from a cloud backup?
Yes. If you previously enabled Cloud Backup in the Microsoft Authenticator app on your old phone, you can recover your credentials on your new device by downloading the app and choosing 'Begin Recovery' before signing in.
What is a Temporary Access Pass in Microsoft 365?
A Temporary Access Pass is a time-limited passcode issued by your IT administrator. It allows you to securely sign in without your authenticator app and register a new multifactor authentication method.
Can I bypass Microsoft 365 MFA on my own if I lose my phone?
No, end-users cannot bypass MFA policies on their own for security reasons. You must either use an alternative verification method you previously set up (like SMS or an alternate email) or contact your IT admin to reset your settings.
