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Changed phone – lost access to Microsoft Authenticator, can’t log in

J. J. R. (School) 0 Reputation points
2026-06-12T20:32:21.3466667+00:00

Hi everyone,

I recently changed my mobile phone and no longer have access to the Microsoft Authenticator app that was set up on my old device. Now, whenever I try to sign in to my Microsoft account, it always asks me to approve the sign‑in using the Authenticator app, but I can’t because the app isn’t connected on my new phone.

I don’t have access to my old phone anymore, so I can’t see any codes or approve requests there. I also can’t get past the login screen to change my security settings.

I’ve already tried the options listed on this page: https://support.microsoft.com/en-us/accounts-billing/manage/troubleshoot-microsoft-verification-code-issues#i%27ve-lost-access-to-my-microsoft-account-security-info

However, every time I follow the steps, it still asks me either for a verification code or to sign in via the Authenticator app — which I can’t do. So I’m stuck in a loop and can’t complete the recovery process.

I also tried using the account recovery form at https://account.live.com/acsr, but when I enter my email address there, it says that my account doesn’t exist. I’ve double‑checked the spelling and I’m using the same address I use to sign in elsewhere, but I still get this error.

What can I do to regain access to my account and set up the Authenticator app on my new device?

Thanks in advance for any help!

Microsoft Security | Microsoft Authenticator
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  1. MohamedRifasMohamedIbrahi-9255 0 Reputation points
    2026-06-12T20:58:02.6966667+00:00

    If you’ve lost access to your old phone and cannot approve sign-ins in Microsoft Authenticator, you must use alternative verification methods (SMS or email) if they were previously set up.

    If no alternative methods are available, use the account recovery form: https://account.live.com/acsr

    If the form says the account doesn’t exist, the account is likely a work/school account or the wrong account type is being used. In that case, contact your organization’s IT administrator to reset authentication methods.

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