Use this when your Microsoft Authenticator prompts still go to an old phone or you no longer have the device that was registered for MFA.
At a glance
- Use this when: Anyone who replaced, lost, reset, or wiped the phone used for Microsoft Authenticator.
- Typical time: 10-15 minutes with IT assistance
- Priority signal: High if you are blocked from work.
Important
MFA reset requests require identity verification. IT may contact you before changing authentication methods.
Quick checks
- Keep your new phone nearby and connected to Wi-Fi or cellular data.
- Install Microsoft Authenticator from the official app store.
- Do not approve unexpected sign-in prompts during this process.
- If you still have the old phone, keep it powered on until IT confirms the change is complete.
Steps to try
- Submit a Login Issue ticket and choose MFA Method Change if that subcategory is available.
- Tell IT whether you still have access to the old phone.
- Share your preferred callback method so IT can verify the request.
- After IT resets your method, sign in again and follow the prompt to register the new device.
- Test one Microsoft 365 app before ending the session.
Submit a ticket when
- The old phone is lost, damaged, or wiped.
- Authenticator was deleted and reinstalled.
- Prompts still go to the old device.
- You are fully blocked from signing in.
Include this in your ticket
- New phone, lost phone, or deleted app.
- Whether you can still access the old device or phone number.
- Your preferred callback/contact method.
- Whether you are blocked from work right now.
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