Can't access my Microsoft account because I lost my phone with the authenticator app on

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Can't access my Microsoft account because I lost my phone with the authenticator app on

Lyndsey Fairburn 0

Can't access my Microsoft account because I lost my phone with the authenticator app on

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Answer 1

Ian-Ng 4,785 Microsoft External Staff Moderator

Hi @Lyndsey Fairburn,

Thank you for posting your question in the Microsoft Q&A forum.

Based on the information provided, it appears you are unable to complete the sign-in process, as the device registered for multi-factor authentication (MFA) is no longer accessible to you.

To provide you with the most relevant support, I first want to understand your account type, as the handling process is different for each. Could you please answer the following questions?

Is your account a personal Microsoft account (such as Outlook.com, hotmail.com) or a work or school account provided by your organization (like yourorganization.com)?
If your account is a work/school account, are you an end-user, or are you the (or one of the) IT administrators for your organization?

Once I have that information, I can assist you more effectively. Please feel free to reach out if you have any further questions or concerns.

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

I'm looking forward to your reply.

Ian-Ng 4,785 Reputation points Microsoft External Staff Moderator

2025-11-04T18:40:04.3166667+00:00

Hi @Lyndsey Fairburn,

I hope you are having a great day.

I’m following up on the support thread we've been working through together. At this stage, I’m still working to better understand the issue you’re facing so we can identify the most effective solution.

If you have any additional details to share or if there’s anything specific you’d like me to focus on, please feel free to reach out. I’m always happy to help if you need anything else.

We’re committed to ensuring everything runs smoothly and that your experience remains uninterrupted.

Thank you again for your patience and collaboration.
Ian-Ng 4,785 Reputation points Microsoft External Staff Moderator

2025-11-06T18:48:25.9233333+00:00

Hi @Lyndsey Fairburn,

I hope you're having a great day.

It’s been a pleasure working with you on this thread. I understand you may have other priorities at the moment, and I completely respect that.

I’m still in the process of gathering more context to better understand the issue you're facing, so if you’re able to share any additional details or clarify where things are getting stuck, I’d be happy to assist further whenever it’s convenient for you.

Thanks again for your time and collaboration.

I look forward to hearing from you whenever you're ready.

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Can't access my Microsoft account because I lost my phone with the authenticator app on

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