I've lost access to Microsoft authenticator app - Microsoft Q&A (2024)
Sailing in the same boat. I used Microsoft developer's account. Lost my previous phone and had no access to it. Contacted Micosoft to help me out, the rep I spoke to advised that if you have not backed up your authenticator app, you will lose all of your information. On my second connect with Microsoft, he advised to send a feedback using Authenticator app on my new phone and someone will fix the issue in 24 hours. I sent the feedback explaining the issue. I am still waiting it is almost 5 days. I believe, he himself didn't know what he was suggesting.
Also, when I clicked forgot password, it sends a code to verify on the app itself. and if I say no access to the code, it still sends code to the app. The experience and mechanism is dumb.
My verdict: Microsoft does not know how to do it or the two staff members I spoke to were not up-to the standard. The UI needs some extra use case.
If it is a personal account and you backed up the authenticator app in the cloud, just call up the app on your new phone. If you don't have the back up and two-step verification is not enabled on the account, you can use the account recovery form and see if it helps. Provide as much information as you can.
If you don't have access to those codes, the other method is to try to recover your accounts. One way to do this is to send a confirmation email to an alternate email address or phone number. You could also use a Microsoft account recovery code.
What if I can't access the computer, smartphone or authenticator app? If you no longer have access to the device you need for the multi authentication factor or cannot use the authentication app for other reasons, you will need to deactivate 2-factor authentication using the secret key generated during setup.
Open Microsoft Authenticator on your device. In the “Settings” menu, usually found at the top right corner of the screen, scroll down and select “Accounts”. Choose the account you want to reset by tapping it. Then tap “Remove account” or a similar option.
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