Can't Setup Authenticator on New Phone - Stuck in Verification Loop

Question

Can't Setup Authenticator on New Phone - Stuck in Verification Loop

Ekaterina Ivanova 0

I am unable to set up the Microsoft Authenticator app on my new phone and need help resetting my two-factor authentication (2FA).

Here is the problem:

· I got a new phone.

· My old phone with the Microsoft Authenticator app is no longer available.

· To set up the Authenticator on my new device, it requires me to approve a sign-in notification through the old Authenticator app.

· This creates a loop where I cannot log in to set up the new app. I need you to help me regain access to my account.

Please:

Disable the two-factor authentication for my account so I can log in and set it up again from scratch.
Or, provide me with an alternative method to verify my identity and recover my account.

Ryan-N 8,245 Reputation points Microsoft External Staff Moderator

2025-10-08T18:02:49.24+00:00

Hi @Ekaterina Ivanova,

I hope the information I shared earlier was at least somewhat helpful in addressing your issue. If the previous methods haven’t been effective, please feel free to let me know. I’d be happy to explore the issue more deeply with you so we can work together toward a better solution.

If you found the answer helpful, we kindly invite you to mark it as the accepted answer. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.
Ryan-N 8,245 Reputation points Microsoft External Staff Moderator

2025-10-10T16:11:51.0566667+00:00

Hi @Ekaterina Ivanova,

I hope this message finds you well.

This is my second follow-up to check whether your issue has been resolved. I truly want to ensure your experience is as smooth as possible. If your problem is still ongoing or if you have faced any new difficulties, please share more details about the current steps you are stuck on. I am here and happy to provide further help whenever you need it.

If you found the answer helpful, we kindly invite you to mark it as the accepted answer

. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.

1 answer

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Ryan-N 8,245 Reputation points Microsoft External Staff Moderator

2025-10-08T18:02:49.24+00:00

Hi @Ekaterina Ivanova,

I hope the information I shared earlier was at least somewhat helpful in addressing your issue. If the previous methods haven’t been effective, please feel free to let me know. I’d be happy to explore the issue more deeply with you so we can work together toward a better solution.

If you found the answer helpful, we kindly invite you to mark it as the accepted answer. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.
Ryan-N 8,245 Reputation points Microsoft External Staff Moderator

2025-10-10T16:11:51.0566667+00:00

Hi @Ekaterina Ivanova,

I hope this message finds you well.

This is my second follow-up to check whether your issue has been resolved. I truly want to ensure your experience is as smooth as possible. If your problem is still ongoing or if you have faced any new difficulties, please share more details about the current steps you are stuck on. I am here and happy to provide further help whenever you need it.

If you found the answer helpful, we kindly invite you to mark it as the accepted answer

. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.

Answer 1

Hi @Ekaterina Ivanova,

Welcome to the Microsoft Q&A forum.

Thank you for reaching out to us.

We sincerely apologize for the inconvenience this issue has caused. We understand that you're experiencing a verification loop with the Microsoft Authenticator app.

Please allow us to provide the following information:

When you wish to switch to using Authenticator on a different device, the system requires you to perform the transfer with permission granted from the Microsoft Authenticator app on your old device. This action helps protect your account from unauthorized access.

To resolve this issue, we suggest the following methods:

1/ If your tenant has another account with admin privileges (such as your company’s IT or admin department): You can request their support to reset MFA for your account via the following link: https://admin.microsoft.com

2/ If you're the sole administrator: You’ll need to contact Microsoft’s security team to restore MFA. Please use the following link to make a call: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2#ID0EBBD=signinorgid

Instructions for the call:

• Reason for the call: AdminCenter

• Role: Global Administrator

• Request Description: Mention the keyword "AdminCenter"

• If asked whether there is another admin: Answer "No" to be directed to the support team

and have a service request created.

Note: We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.

If you have any updates regarding the issue, or if you have any other questions, please feel free to share them with me. I’ll be happy to assist you.

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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Can't Setup Authenticator on New Phone - Stuck in Verification Loop

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