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Quick Answer

On the sign-in screen, click Sign in another way. Select 'Call my phone' or 'Text my phone' to receive a code. Once signed in, go to your security info settings to delete the old phone.

How to Recover Microsoft Authenticator After Losing Your Phone ​

Applies to: Microsoft 365, Microsoft Authenticator, iPhone, Android
Article Type: Troubleshooting
Last Updated: 2026-07-10

Summary ​

If you lose your phone, break it, or get a new one without transferring your data first, you'll find yourself locked out of your work accounts because you can't approve the Microsoft Authenticator prompt. This guide explains how to bypass the app using a backup method and how to set up Authenticator on a new device.

Symptoms ​

  • You're trying to sign in to a work app but the MFA prompt is going to a phone you no longer have
  • You got a new phone, downloaded the Microsoft Authenticator app, but it's empty and doesn't receive prompts
  • Your phone is broken and you can't open the Authenticator app

Prerequisites ​

  • A new phone (if you are setting up a replacement device)
  • A computer to access your Microsoft 365 security settings

Instructions ​

1. Try Signing In With a Backup Method ​

If you previously set up a secondary verification method (like a phone number for text messages or a secondary email), you can use it to bypass the Authenticator app.

  1. Go to https://portal.office.com on a computer.
  2. Enter your work email and password.
  3. When the Approve sign-in request screen appears, click I can't use my Microsoft Authenticator app right now (or Sign in another way).
  4. Choose an alternative method from the list (e.g., Text +XX XXXXXXXX55 or Call +XX XXXXXXXX55).
  5. Enter the code you receive or answer the call.
  6. If you successfully sign in, proceed to Step 2 to set up your new phone.

WARNING

If no backup methods are listed, or if the backup method was also tied to the lost phone and you can't access texts, you cannot recover the account yourself. Stop here and contact your IT team. Tell them: "I lost my phone and need my MFA methods reset so I can register a new device."

2. Remove the Old Phone from Your Account ​

Once you are signed in using a backup method, you need to delete the old phone so it stops receiving your security prompts.

  1. Go to the Security Info page: https://mysignins.microsoft.com/security-info.
  2. Look for the entry named Microsoft Authenticator attached to your old phone model.
  3. Click Delete next to that entry.
  4. Click Ok to confirm.

3. Set Up Authenticator on Your New Phone ​

Now, register your new phone to receive MFA prompts.

  1. On your new phone, download the Microsoft Authenticator app from the App Store (iPhone) or Google Play Store (Android).
  2. Open the app on your phone, accept the privacy terms, and skip any sign-in prompts (do not sign in yet).
  3. On your computer (still on the Security Info page), click + Add sign-in method.
  4. Choose Authenticator app from the drop-down and click Add.
  5. Click Next until a QR code appears on your computer screen.
  6. On your phone's Authenticator app, tap the + icon (or Add account).
  7. Select Work or school account, then tap Scan a QR code.
  8. If prompted, allow the app to access your camera, then scan the QR code on your computer screen.
  9. Click Next on your computer. It will send a test notification to your new phone.
  10. Approve the notification on your phone.
  11. Click Next on your computer. Your new phone is now registered.

4. Add a Backup Method (Crucial Step) ​

To prevent this from happening again, always have a backup method registered.

  1. On the Security Info page, click + Add sign-in method.
  2. Choose Phone and click Add.
  3. Enter a phone number that you will reliably have access to (even if you lose your primary phone, some users use a spouse's number or a desk phone, if permitted by company policy).
  4. Choose Text me a code or Call me and complete the verification.

Troubleshooting ​

Symptom / ErrorPotential CauseSolution
"Sign in another way" isn't an optionNo backup methods were ever configuredContact IT to reset your MFA methods
Authenticator app shows "Action Required"Old registration copied over from cloud backupDelete the account from the app, then add it fresh by scanning the QR code
Camera won't scan the QR codeApp permissions deniedGo to your phone's Settings > Authenticator and enable Camera access
Test notification doesn't appear on new phoneNotifications disabledGo to your phone's Settings > Authenticator and enable push notifications
"You cannot access this right now"Conditional access block on registering MFAContact IT — some companies require you to be on the company VPN or in the office to register a new phone