Unable to access Microsoft MFA after old phone broke – Authenticator still linked to old device

Because the old phone is broken and the Microsoft Authenticator app is still the only working MFA method, access must be recovered by using an alternative verification method or by having an admin reset MFA for the account.

Use the path that matches the type of account:

1. Work or school (Canvas via organization/college/university)

1. Try “Sign in another way”

• On the Microsoft sign-in page where the Authenticator approval is requested, look for the link “Sign in another way.”
• If any alternative method was configured (SMS, phone call, office phone, security key), select it and complete sign-in.
• After signing in, go to the Security info / Additional security verification page and:
  • Remove the old Authenticator device.
  • Add the new phone and set up Microsoft Authenticator again.

If “Sign in another way” is not shown or no other method works:

2. Contact the organization’s IT/help desk

• The Canvas account is backed by the organization’s Microsoft Entra ID (Azure AD).
• Ask IT to clear or reset MFA methods / require re-register MFA for the account.
• After they reset it, sign in again; the system will prompt to register MFA from scratch on the new phone (install Microsoft Authenticator and follow the registration steps).

If sign-in has been attempted many times and is now blocked:

• Wait and try again later, or use a different MFA method if IT enables one.
• If suspicious activity is suspected, IT should review Microsoft Entra sign-in logs.

3. If the account is the only global admin on a tenant (less likely for a Canvas user)

• When there is no other admin who can reset MFA, Microsoft’s Data Protection team must be engaged via Microsoft Support (phone).
• Support can verify identity and help regain access to the tenant so MFA can be reconfigured.

2. Personal Microsoft account (used directly, not via school/work)

If this is a personal Microsoft account (for example, used to sign in to Outlook.com, not Canvas via school), and Authenticator is locked to the old phone:

1. Sign in using another method if available

• Go to https://account.microsoft.com (from context) and attempt sign-in.
• If SMS/email verification is available, use it to complete sign-in.
• Then go to Security info and:
  • Remove the old Authenticator app entry.
  • Add Authenticator app again and scan the new QR code with the new phone.

2. If no other method works

• Follow the guidance in the personal-account verification and recovery flows (for example, password reset and account recovery).
• Once access is restored, remove the old Authenticator registration and add the new phone as above.

3. General Authenticator troubleshooting on the new phone

Once some way to sign in is available and the new phone is being set up:

• Install the latest Microsoft Authenticator app.
• Ensure notifications are enabled, battery optimization is off for Authenticator, and the device date/time and network connection are correct.
• If “Authentication did not complete” appears, check that the app is unlocked and up to date, and that the device has network connectivity.

If none of the above paths are possible (no alternate method, no admin, no recovery options), only the organization’s IT or Microsoft Support (for tenant admins) can reset MFA; there is no self-service bypass of MFA without a valid verification method.

References:

• 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
• Frequently asked questions about Microsoft Entra multifactor authentication
• 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
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A