MFA & Verification Issues

How to Sign In to Microsoft 365 After Losing Two-Step Verification

Maira Mehtab Sep 20, 2026 868 views

Question details

The user needs to sign in to their Microsoft 365 account but is blocked because they lost access to their two-step verification method after switching phones.

Product: Microsoft 365
Device & OS: not provided
Scenario: Attempting to sign in to an existing Microsoft 365 account on a new device without access to the old authenticator app.
Observed behavior: The system prompts for a two-step verification code that the user cannot provide, preventing access to the account.

Before you start

Before attempting account recovery, check if you have an alternative email address or phone number linked to your account, and have your IT administrator's contact information ready if this is a work or school account.

Solution 1Recommended

Contact Your IT Administrator (Work or School Accounts)

If your Microsoft 365 account is managed by an organization, only your IT admin can reset your multi-factor authentication (MFA) settings.

Work and school accounts have security settings governed by the organization. When you lose access to your verification device, the system locks the account to prevent unauthorized access. You must contact the person who manages your company's network.

Reach out to support

Contact your company's or school's IT support desk or system administrator through an alternative communication channel.

Request an MFA reset

Ask the administrator to 'Require re-register MFA' for your specific user account in the Microsoft Entra admin center.

Re-register your new phone

Once the admin confirms the reset, sign in to your Microsoft 365 account normally. You will be prompted to set up two-step verification from scratch on your new phone.

Administrator Availability: If you are the only administrator on the account and are locked out, you will need to contact Microsoft Data Protection directly to regain access.

Solution 2

Use Microsoft Account Recovery for Personal Accounts

If you are using a personal Microsoft account, you can bypass the authenticator using backup methods or the official recovery form.

Solution 3

Post on Microsoft Q&A for Specialist Assistance

If standard recovery methods fail, seek direct guidance from Microsoft specialists in the official community forums.

Free Microsoft Office alternative

Use WPS Office as a Hassle-Free Alternative

Locked out of your Microsoft 365 account due to verification issues? Try WPS Office. It is a highly compatible, free alternative that lets you view, edit, and create documents locally without complex account restrictions or constant cloud verification.

1. Download WPS Office: Visit the official WPS website and download the free installation package for your operating system.
2. Install the software: Run the installer and follow the simple on-screen instructions to complete the setup.
3. Open your files: Launch WPS Office and directly open your existing Microsoft Office files from your local drive.

Fully compatible with Microsoft Word, Excel, and PowerPoint formats (.docx, .xlsx, .pptx).Create and edit documents offline without getting blocked by multi-factor authentication issues.Lightweight design that installs quickly and provides a familiar user interface.

microsoft office alternative - wps office

Frequently Asked Questions

Can I transfer Microsoft Authenticator to a new phone without the old one?

If you enabled cloud backup in the authenticator app on your old device, you can recover your credentials on the new phone by signing in with your recovery account. If you did not enable backup, you cannot transfer the app directly and must reset your verification methods.

What should I do if I don't have a backup verification method set up?

For personal accounts, you will need to fill out the official Microsoft Account Recovery form to prove your identity. For work or school accounts, you must contact your organization's IT administrator to revoke the old session and reset your MFA settings.

Why is my IT administrator required to reset my two-step verification?

Work and school accounts are governed by central organizational security policies. Only administrators have the authorized permissions in the Microsoft Entra admin center to clear existing authentication methods and force a new registration prompt for users.

Login & Account Issues