Microsoft Authenticator issues. Can't open authenticator on new android phone.

The code shown on the new phone is meant to be entered during account setup (for example, when a website or service asks for a verification code), not inside the Authenticator app itself. Since access to the old Authenticator is lost after changing phones, the accounts must be reconfigured or MFA reset rather than trying to “open” the old app on the new device.

Follow these steps depending on the situation:

1. If trying to sign in to a Microsoft account (personal or work/school):
   • On a computer or another device, go to the normal sign-in page for the account.
   • When prompted for the Authenticator approval or code, choose a different verification method (such as SMS, email, or backup codes) if available.
   • Once signed in, go to the security/MFA settings for the account and remove the old Authenticator registration.
   • Then choose to set up the Authenticator app again and follow the on‑screen instructions to scan the QR code or enter the setup code shown on the website into the Authenticator app on the new phone.
2. If no alternative sign‑in method works and this is a work/school (Microsoft 365) account:
   • Contact the organization’s IT admin and ask them to reset the MFA/Authenticator registration for the account.
   • If the account is the only global admin for the tenant and there is no other admin who can reset MFA, a support ticket with Microsoft’s Data Protection team is required. This is done by calling Microsoft Support (using the regional Customer service phone numbers) and asking them to open a case for an admin MFA reset/tenant lockout.
3. If the Authenticator app on Android shows errors like “Google Play services are currently unavailable” or setup errors:
   • Ensure Google Play Services and Google Play Store are installed and enabled.
   • Turn on push notifications for Microsoft Authenticator.
   • Make sure the device requires a PIN or biometric to unlock, hardware encryption is enabled, and the device is registered under Authenticator > Settings > Device Registration.

If none of these options allow signing in or re‑registering the app, direct support from Microsoft (or the organization’s IT admin) is required to reset the authentication methods.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authenticator app not sending code to my email - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A