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MFA and Passwordless Authentication — Lost or Inaccessible Phone

Use this guide if you have lost your phone or can no longer access it, and are unable to sign in or approve authentication requests. If you still have access to your old phone, please follow this guide MFA and Passwordless Authentication — Changing Your Phone

What to Do

If you have lost access to your phone, you will not be able to approve sign-in requests yourself. You must contact IT Support to regain access to your account.

Do not attempt to sign in repeatedly — multiple failed attempts may lock your account.

Contact IT Support

Reach out to the IT team as soon as possible and provide the following information:

  • Your full name and work email address
  • A brief description of the situation (e.g., phone lost, stolen, broken)

IT Support will issue you a Temporary Access Pass (TAP) — a time-limited code that allows you to sign in without your phone and re-register a new authentication method.

Contact IT Support:

After Receiving Your Temporary Access Pass

Once IT Support provides you with a Temporary Access Pass:

  1. Go to https://mysignins.microsoft.com/security-info on a computer.

  2. Enter your work account email address and click Next.

    Enter Email

  3. When prompted for a password, enter the Temporary Access Pass provided by IT Support and click Sign in.

    Enter Temporary Access Pass

  4. Register your new device by following the relevant guide: - To configure MFA, follow the MFA Setup with Microsoft Authenticator guide. - To configure Passwordless sign-in, follow the Passwordless Authentication Setup guide.

Once you have regained access to your account, check whether the lost or old phone is still listed as a sign-in method and remove it:

  1. Go to https://mysignins.microsoft.com/security-info.
  2. Look for any entry associated with your lost phone (e.g., Microsoft Authenticator).
  3. Click Delete next to it.
  4. Confirm the removal.