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How to Regain Microsoft Authenticator Access and Generate a New QR Code
Question details
An administrator cannot sign into their Microsoft 365 account after replacing their mobile device because they need a new Microsoft Authenticator QR code and lack alternate verification methods.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Attempting to sign in to a Microsoft 365 administrator account after changing phones.
- Observed behavior
- The sign-in process requires approval from the Microsoft Authenticator app or a new QR code, preventing access since the user is locked out of standard support and has no alternate verification setup.
Verify if you have any alternate sign-in methods configured, such as a backup email, a phone number for SMS verification, or a saved recovery code for your authenticator app.
Contact Visual Studio Subscription Support
If your Microsoft 365 administrator account is tied to a Visual Studio Developer subscription, you can bypass the standard sign-in requirement by using the dedicated Visual Studio support channel.
Standard Microsoft 365 support typically requires you to sign in before opening a ticket. For Visual Studio Developer subscriptions, specialized support is available to assist users who are completely locked out of their accounts.
Open your web browser and go to the official Visual Studio subscription support page at https://visualstudio.microsoft.com/subscriptions/support/.
Scroll to the support options and choose the category for account and subscription assistance to connect with a support representative.
Provide your tenant details and explicitly state that your administrator account is locked out after replacing your phone. Request that your multifactor authentication (MFA) method be reset or re-registered so you can generate a new QR code.
Call the Microsoft Data Protection Team
If your account is a standard Microsoft 365 business tenant and you are the only global administrator, you must contact the Data Protection team by phone to reset your MFA.
Stay Productive with WPS Office During Account Recovery
While you are waiting to recover your Microsoft 365 administrator account, your work doesn't have to stop. WPS Office provides a lightweight, free alternative that is highly compatible with your existing documents.
- 1. Download the Installer: Visit the official WPS Office website and download the free installer for your operating system.
- 2. Install the Software: Run the setup file and follow the straightforward on-screen instructions to complete the installation.
- 3. Open Your Microsoft Files: Launch WPS Office and directly open your existing Word, Excel, or PowerPoint files to continue working seamlessly.
Frequently Asked Questions
Can I recover Microsoft Authenticator on a new phone without the old one?
Yes, if you previously enabled Cloud Backup on your old device, you can recover your credentials on the new phone by signing in with your personal Microsoft account. If backup was not enabled, you must have an administrator reset your MFA to provide a new QR code.
How do I get a new QR code for Microsoft Authenticator?
A new QR code is generated during the MFA setup process. If you are locked out, your organization's IT administrator (or Microsoft Support, if you are the admin) must revoke your existing MFA sessions. Upon your next sign-in, the system will prompt you to set up the Authenticator app again and display a new QR code.
What should I do if I am the only global admin and get locked out?
If you are the sole global administrator and lose access to your MFA method, you cannot use standard self-service password reset. You must contact Microsoft Support by phone and request the Data Protection Team to verify your identity and reset your authentication methods.
