MFA & Verification Issues

How to Reset Microsoft Authenticator for a Lost Phone and Tenant Account

Muhammad Talha Oct 8, 2026 869 views

Question details

The user needs to reset their Microsoft Authenticator and multifactor authentication (MFA) settings to regain access to a tenant.onmicrosoft.com account after losing the phone containing the app.

How to Reset Microsoft Authenticator for a Lost Phone and Tenant Account

Product: Microsoft 365 / Microsoft Authenticator
Device & OS: not provided
Scenario: Attempting to sign in to a Microsoft tenant account on a new device after losing the phone that had the Microsoft Authenticator app installed.
Observed behavior: The Microsoft Authenticator app on the new device does not receive login prompts, preventing the user from bypassing the MFA requirement to access their tenant account.

Before you start

Before proceeding, determine if you are the sole Global Administrator for your tenant or if there are other administrators in your organization who can assist you.

Solution 1Recommended

Request an MFA Reset from Another Global Administrator

The fastest way to regain access is to have another administrator in your organization reset your authentication methods.

If your organization has multiple Global Administrators, they have the permissions necessary to reset your MFA settings from the backend.

Once they require re-registration, you will be prompted to set up the Microsoft Authenticator app from scratch on your new device upon your next sign-in.

Contact another administrator

Reach out to another Global Administrator in your organization through a secure channel (e.g., phone call or internal messaging).

Request an authentication method reset

Ask them to log in to the Microsoft Entra admin center (formerly Azure AD), navigate to Users > All users, and select your locked account.

Require re-register MFA

Instruct the administrator to click on 'Authentication methods' and select the 'Require re-register MFA' option for your account.

Set up your new device

Once reset, sign in to your Microsoft 365 account on your computer. You will be prompted to register Microsoft Authenticator on your new phone.

Request an MFA Reset from Another Global Administrator

Security Reminder: Never post sensitive account details, such as your tenant.onmicrosoft.com address or passwords, in public forums when seeking assistance.

Solution 2

Contact Microsoft 365 Business Support

Use this method if you are the only Global Administrator and cannot reset the MFA yourself.

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Frequently Asked Questions

Can I recover my Microsoft Authenticator accounts on a new phone without an admin?

If you enabled the cloud backup feature in Microsoft Authenticator on your old phone before losing it, you can recover your accounts by signing in with your recovery account on the new phone. If you did not set up a backup, you must have an administrator reset your MFA.

How long does it take for Microsoft Support to reset my tenant admin account?

If you are the only Global Administrator, the process is handled by the Microsoft Data Protection team. Because they must thoroughly verify your identity, it can take anywhere from a few days to a few weeks.

Can I use an alternative sign-in method if my phone is lost?

Yes, if you previously configured alternative authentication methods (such as a secondary email, SMS text message, or automated phone call), you can click 'Sign in another way' on the login screen to bypass the Authenticator app requirement.

Login & Account Issues