Authenticator App Sign In

Because the phone was reset, the Microsoft Authenticator app on the new phone no longer has the original MFA configuration. The app itself cannot be used to sign back in unless the account’s security settings are updated or MFA is reset.

Use the path that matches the type of account:

1. If this is a personal Microsoft account (e.g., Outlook, Xbox, etc.)
   1. On a browser where the account can still be accessed (for example, a computer where the account is already signed in), go to the Security info / Security section of the Microsoft account.
   2. Remove the existing Microsoft Authenticator method.
   3. Add a new sign-in method and choose Microsoft Authenticator again, then install and configure the app on the new phone following the prompts.
   A similar approach is described here where the user fixed a locked Authenticator by removing and re-adding it under SECURITY INFO:
   • Sign in to https://account.microsoft.com
   • Go to SECURITY INFO
   • Remove Authenticator App
   • Then select AUTHENTICATOR APP again to reinstall and reconfigure it.
2. If this is a school/college (work or school) account
   • If still signed in anywhere (for example, on a laptop browser), open the Security info page for the school account and:
     1. Delete the old phone/Auth app method.
     2. Add a new sign-in method (phone or Authenticator) and set up the new phone using the instructions from the college.
   • If not signed in anywhere and the only MFA method is the old Authenticator, self-service recovery is not possible. In that case:
     1. Contact the college’s IT/help desk and ask them to clear or reset MFA / security info for the account so it can be registered again on the new phone. This is the standard resolution when a device is lost or reset.
3. If Authenticator backup was used previously
   • If cloud backup was enabled in Authenticator before the reset, restore from backup on the new phone:
     1. Install Microsoft Authenticator on the new phone.
     2. Before signing into any account in the app, choose Restore from backup (Android) or the equivalent recovery option.
     3. Sign in with the same personal Microsoft account used for the backup.
     4. For any account that shows Action required or Sign in to restore your account, tap it and sign in again with password plus email/phone verification to re-activate it.
4. If none of the above works and the backup account itself cannot be accessed
   • If the Authenticator backup account (the Microsoft account used for backup) cannot be accessed, support cannot restore Authenticator data. The only options are:
     • Recover access to the Microsoft backup account using the Microsoft account sign-in helper.
     • Or re-add the accounts to Authenticator from scratch once access to each account is restored by its respective admin/help desk.

Because the college portal requires MFA and the old Authenticator is gone, the practical fix is to contact the college IT support and request an MFA/security info reset on the school account, then re-register the Authenticator app on the new phone.

References:

• Restore account credentials from Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• Authenticator locked and cannot access at all after replacing phone - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A