changed phone and now cannot get outlook on new phone due to authenticator

Question

changed phone and now cannot get outlook on new phone due to authenticator

Anthony Woodley 40

I am stuck in a loop. I cannot get my new phone to access my hotmail.com account as my authenticator on my new phone is not working. Now all I need is the 25 numbered recovery code to get access via the phone to allow it to authenticate. I have tried turning off authenticator but cannot as it needs authenticator to turn it off. Now, I can still access my email via my PC so if the recovery code is sent to that I can use it to sort out my problem. I have had this email for over 20 years and the phone number attached (ending in 20) is one i do not have. Can someone help

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Answer 1

Thank you for letting me know.

Unfortunately that's the standard for security reasons. Microsoft recovery form will keep getting ignored because two-step verification is still active on your account, which means Microsoft will only accept the security info that’s currently on the account.

To help us figure out the next possible path, can I ask a couple more things?

When you click “I don’t have any of these” and it asks for a 25-digit recovery code, do you remember ever printing, saving, or writing down a backup code in the past?

These are long codes like: XXXX-XXXX-XXXX-XXXX-XXXX-XXXX.
If you ever created one, that would immediately let you back in.

When you’re signed into your Microsoft account on the PC (without clicking the Security page), do you see any banner or message asking you to “Verify your identity” or anything similar?

Do you still physically have your old iPhone 8, or an iCloud backup from it? In some cases, if the Microsoft Authenticator was included in the backup, the old configuration can still be restored, but it depends on whether the app’s backup option was enabled.

Unblock using another phone number:

You can try to unblock first.

Visit https://support.microsoft.com/account-billing/account-has-been-locked-805e8b0d-4141-29b2-7b65-df6ff6c9ce27 and click "Sign-in".
You can use any phone number to request the security code.
The phone number doesn't need to be associated with your account.

If issue persists, you can try using the Microsoft Sign-in Helper tool to help you through the sign-in process.

Visit https://support.microsoft.com/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735 and click "Sign-in Helper".
Follow the self-help steps provided.

Anthony Woodley 40 Reputation points

2025-12-11T00:11:29.93+00:00

Hi John, started to look through my old work pads and found the password written down over 25 years ago. All good now, added my account to my new phone. Changed the phone number to my current one as it was 25 years ago blackberry!. Thanks for your help otherwise I would not have tried. HAve a good one.
John Jefferson Doyon 47,495 Reputation points Independent Advisor

2025-12-11T02:36:48.5566667+00:00

That’s great news! I’m really glad to hear you were able to find the old password and get everything set up on your new phone.
Anthony Woodley 40 Reputation points

2025-12-11T07:27:21.98+00:00

Morning. Yes All in now and changed all the sign in handles to present phone and emails. How do i get the recovery code just in case in another 20 years I have the same problem. LOL

Answer 2

John Jefferson Doyon 47,495 Independent Advisor

I’m really glad everything is updated now.

You can also check Microsoft’s official guide here: "How to get a Microsoft account recovery code" https://support.microsoft.com/account-billing/how-to-get-a-microsoft-account-recovery-code-2acc2f88-e37b-4b44-99d4-b4419f610013

Once you get the code, print it and keep it in a safe place.

For security reasons, try not to store it on a device you use to sign in to your Microsoft account.

If you want help navigating the security page, just let me know.

Answer 3

To resolve your issue with accessing your Hotmail account on your new phone, you can try the following steps:

Use Recovery Codes: If you have previously set up recovery codes when enabling two-step verification, you can use one of those codes to access your account. Unfortunately, if you do not have these codes saved, you may need to reset your two-step verification.
Access via PC: Since you can still access your email via your PC, you can try to manage your security settings from there. Sign in to your Hotmail account and navigate to the security settings. Look for options related to two-step verification where you might be able to generate new recovery codes or disable two-step verification temporarily.
Contact Support: If you are unable to resolve the issue through the above methods, consider contacting Microsoft support for assistance. They may be able to help you regain access to your account.
Authenticator App: If you still have access to your old phone, you can use it to retrieve the verification code from the Authenticator app, which may allow you to set up the new phone properly.

Keep in mind that if you cannot access the phone number associated with your account, it may complicate the recovery process, but support should be able to assist you further.

References:

Answer 4

Hi, I'm John! I will help you with this.

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with the account or login-related issues.

To help narrow down the issue:

Do you remember if you had backup turned on in the Microsoft Authenticator app before this happened?
Also, may I ask if you're using the Microsoft Authenticator app on an Android or iOS device? The steps can vary a little depending on the platform.

In the meantime, you can try the recovery process using this Microsoft support article:

"Restore account credentials from Microsoft Authenticator" https://support.microsoft.com/account-billing/restore-account-credentials-from-microsoft-authenticator-ce53096e-1e1c-4840-9e32-1618bc33cd43

Here’s a quick summary of what’s in there:

On your mobile device, open the Authenticator app.
Select "Restore from backup" (or "Begin recovery" if you're on iOS).
Sign in using the personal Microsoft account you originally used to set up the backup.
The app should then restore your account credentials automatically.

Let me know if you see the restore option.

If the issue persists, please provide more details by answering my questions.

Click "Add comment" below to let me know.

Regards,

John J.D.

Anthony Woodley 40 Reputation points

2025-12-10T12:32:20.2166667+00:00

Hi John, thanks for the speedy response. The situation is I did transfer the apps and contents from my old iPhone8 to my new iPhone15 via the installation process. But for some reason my hotmail.com account (which i have had for years) did not transfer. I can however access my email via the PC for some reason but I attempted to turn off Authenticator but I need it to get into security via the PC. So the problem is also i cannot remember the password when try another method. I think the only way round thisis to get a recovery code sent to my email address or my other gmail account so i can reset the password and then reset the authenticator. You help is appreciated.

Answer 5

John Jefferson Doyon 47,495 Independent Advisor

Thank you for letting me know.

Since you can still access your email on the PC, that’s a good sign, and we can try to work from there.

Just to clarify a couple of things so we can find the right recovery path:

When you sign in on the PC, are you able to go to https://account.microsoft.com and open your Security info page?
Or does it immediately ask for the Authenticator code before letting you in?
You mentioned you don’t remember the password when selecting “Try another way.” Have you already tried using your Gmail account or any alternate email as the recovery method, and does it appear during the password reset process?

About the 25-digit backup code it is asking:

If you can sign in your Microsoft account online, do you remember creating any backup codes?

These are 25-digit backup codes. If you have one, you can use it to sign in. You can find more details here: https://support.microsoft.com/account-billing/microsoft-account-recovery-code-2acc2f88-e37b-4b44-99d4-b4419f610013 If you can sign in online, you may also be able to generate a new one if you don't have a backup code.

Let me know how it goes or answer to my questions.

Anthony Woodley 40 Reputation points

2025-12-10T14:53:57.8966667+00:00
Hi there, I really do appreciate you help with this.

Here is your answers:

When you sign in on the PC, are you able to go to https://account.microsoft.com and open your Security info page?

Or does it immediately ask for the Authenticator code before letting you in?

I can get to the accounts page but as soon as I click the security page link it comes up with Authenticator app.

You mentioned you don’t remember the password when selecting “Try another way.” Have you already tried using your Gmail account or any alternate email as the recovery method, and does it appear during the password reset process?

Right a few things here: firstly tried to reset password but then come up with an very old phone number I had in the 90s.If I then click "dont have any of these" it asks me for a recovery code.

I then go back in which it offers me the "Recover your account" page so i put in my email account "What Microsoft account are you trying to get back into?" and then "Where should we contact you?

Enter an email address that's different from the one you're trying to recover.

Contact email address" which i put in my gmail.com account. I go through the processes like questions about who i sent emails to, subject titles and what my old password could be and then it say they will be in touch. I then get this email from the recovery team
"It looks like you just used the Microsoft account recovery form (https://account.live.com/acsr?mkt=en-US) to request a password reset for ******@hotmail.com. Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know. If you're having trouble signing in, go to https://account.live.com/ResetPassword.aspx?mkt=en-US and reset your password using security info such as your phone, alternate email address, or authenticator app. For more info about two-step verification, visit http://go.microsoft.com/fwlink/?LinkId=276854. Thanks, The Microsoft account team Privacy Statement: https://go.microsoft.com/fwlink/?LinkId=521839 Microsoft Corporation, One Microsoft Way, Redmond, WA 98052"

Basically saying they are not going to send me recovery code due to me having authentication running. Hope this helps chap. Confused .com!!!!

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changed phone and now cannot get outlook on new phone due to authenticator

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