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Can't get Authenicator to ask number question on new phone

Karl Scheetz 0 Reputation points
2026-06-02T15:43:09.9333333+00:00

I had to get a new phone yesterday. My phone fell in water and it was cracked so the face id camera stopped working. When the transfer was complete, I was logged into my company email. The email timed out and I need authenticator to get in. It is giving me a code but I think the question for the code is going to my old phone. I REALLY NEED TO GET INTO MY EMAIL ASAP. PLEASE HELP!

Moderator's note: Moved from Microsoft Security | Microsoft Authenticator

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Huy-K 12,205 Reputation points Microsoft External Staff Moderator
    2026-06-03T00:32:46.6866667+00:00

    Dear @Karl Scheetz,

    Please note that since your account is belonged to an organization, none of moderators could help you with this while your account are belonged to an organization to do this action. Kindly follow these steps:

    If you are an end-user or there are other Global Admin in your tenant:

    Please contact your IT Admin to revoke your MFA. Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

    In case you do not know who your IT Admin is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

    If you are the only Global Admin:

    Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

    The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

    Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

    During the call, you must provide information related to the subscription, such as your company name, billing history, phone number, and alternate email address. This information helps data protection teams verify identities and securely regain access to administrator accounts.

    Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

    If you still can't get in touch with a real person for help, help me try the following:

    Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

    How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

    Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

    As a moderator, I do not have the tools to investigate your specific account directly, as this is a support forum between users. Moderators and collaborators, including external Microsoft employees, may not directly intervene in the functionality of Microsoft products or access internal systems. Our role is limited to providing technical guidance on reported problems, requests, or ideas. However, I will do my best to guide you as clearly as possible.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-06-02T15:43:24.04+00:00

    Because the prompts are still tied to the old phone, the sign-in is likely sending the verification request there instead of to the new device.

    Use the following options, in order:

    1. Try an alternate verification method
      • On the sign-in screen where Authenticator is requested, choose I don’t have my Microsoft Authenticator app (or similar), then:
        • If offered, select Text or Call and verify using your phone number.
        • If offered, select Email and check for a code from an address ending in @accountprotection.microsoft.com.
      • If SMS is not arriving, make sure the phone is not blocking texts from unknown numbers and that the number is a mobile number, not VOIP. Then choose I don't have a code to have another code sent. See guidance under I'm not getting my verification code. What do I do?
    2. Update or reset your security info (if you can still get in somewhere)
      • If still signed in on any device (e.g., desktop Outlook or browser session), go to the Security info or Additional security verification page from your account profile and:
        • Remove the old phone/Auth­enticator method.
        • Add a new Phone method (SMS or call) and/or re-register Microsoft Authenticator on the new phone.
      • For work/school accounts, follow the steps in Change your two-step verification method and settings from the Additional security verification page.
    3. If no method works and this is a work/school account
      • If there is another admin in the organization, ask them to Require re-register MFA for the account so the MFA methods can be set up again.
      • If this is the only admin account and you are locked out, the tenant is effectively locked. In that case, a support ticket with Microsoft’s Data Protection team is required, raised via Microsoft Support (phone) or via another tenant as described in the referenced Q&A posts.
    4. If this is a personal Microsoft account
      • On the sign-in page, when asked for a code to a method you cannot access, select I don't have any of these and follow the prompts to update backup security info. Be aware that changing all security info at once can place the account in a 30‑day restricted state.

    Until the old device is removed from the account’s security info and a new method is added, the verification prompts will continue to target the old phone.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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