I can't log in to my Microsoft account because I got a new phone

Dallas 0 Reputation points
2026-08-21T21:55:31.91+00:00

I got a new phone and I need log in to outlook account again but I can't because my log time expired with the account I'm trying to log in to and I didn't have a number connected to you the account the only way of verification was the authenticator app or my email and I can't get in to both.

Microsoft Security | Microsoft Authenticator
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  1. Bence Weiszmann 650 Reputation points
    2026-08-22T07:43:11.7033333+00:00

    Dear @Dallas

    If the sign-in process is asking for a code from Microsoft Authenticator, but the account no longer exists in the app, you'll need to use another verification method (such as SMS, email, a security key, or another registered device) if one is available.

    If you don't have any alternative authentication method configured, the only option is to contact your organization's administrator (Work or school account). They can reset your MFA registration so you can register Microsoft Authenticator again on your new phone.

    If this is a personal Microsoft account (Outlook.com, Hotmail.com, etc.) rather than a work or school account, you'll need to go through the Microsoft account recovery process to regain access. If you still need assistance, you can also contact Microsoft Support here: Microsoft Support.

    Could you confirm whether this is:

    • a work or school account managed by your organization
    • a personal Microsoft account?

    That will determine the correct recovery steps.

    If this answers your query, please click Accept Answer and Upvote if you found it helpful. If you have any further questions, feel free to let us know.

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  2. AI answer

    2026-08-21T21:55:45.72+00:00

    If this is a personal Microsoft account and the old phone is no longer available, use the Sign-in Helper first. It checks the account and guides the next recovery step.

    If sign-in asks for a verification method that is no longer accessible, select I don't have any of these and follow the prompts to recover access or add new security info.

    If the account offers an email address or phone number that is not recognized, first verify that the account name and domain were entered correctly, such as the correct Outlook/Hotmail/Live domain. If the account details are correct, use the account recovery flow.

    If access is regained, update the sign-in methods immediately:

    1. Go to the Microsoft account Security page.
    2. Select Manage how I sign in.
    3. Select Add a new way to sign in or verify.
    4. Add a new method such as a recovery email, Microsoft Authenticator, or passkey.

    If this is a work or school account, use self-service password reset only if the organization allows it. Otherwise, the account administrator or IT help desk must help reset or update the authentication method.

    If the issue is specifically in Outlook mobile, Microsoft also recommends using the sign-in helper tool for personal accounts.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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