My old phone with authenticator app on broke. Now I can't access my account.

Discus and support My old phone with authenticator app on broke. Now I can't access my account. in XBoX Accessibility to solve the problem; I have had this problem for probably a year now. I have an account that everything is tied to, but it requires the authenticator app. The problem is... Discussion in 'XBoX Accessibility' started by Alex Jacobs1, Apr 21, 2025.

  1. Alex Jacobs1
    Alex Jacobs1 Guest

    My old phone with authenticator app on broke. Now I can't access my account.


    I have had this problem for probably a year now. I have an account that everything is tied to, but it requires the authenticator app. The problem is that I don't have the old authenticator app. Okay, I'll download the app again and log in to have access .... Nope, that needs an authenticator. Okay, I'll use the Text, well, the text goes to an old phone number I no longer have access to. Then the cycle starts all over again. Okay, I'll contact someone and we can get this fixed. The problem is that every way to talk to a person and explain the situation leads to a Robot that can do nothing, and this is now my last option before just terminating my accounts and never using anything Microsoft again

    :)
     
    Alex Jacobs1, Apr 21, 2025
    #1
  2. JosefLBohorquez Win User

    Can't connect to microsoft store / xbox microsoft game account using my email information.

    I think that I already get it.

    If I'm wrong tell me. Is this your issue?

    You configured Microsoft authenticator in the past, but you reinstalled the app / you have a new phone / you factory reset the phone used for authenticator.

    Now every time you want to sign in with your account the system ask you to touch XX number in your authenticator app, but you don't receive the notification and you're not able to sign in due to this.

    If I'm right. Please share an screenshot of how your authenticator app looks (don't forget to hide any personal info)

    Also, when you try to sign in with your account, are you not able to see something like "I can't use my authenticator app right now"?
  3. Noah Rakstis Win User

    Unable to change my phone number

    I have full access to my Microsoft account as I am logged in with it now, the problem is when I go it my security setting and try to change my phone number, the only verification options are sending verification via sms, which won’t work because it send to my old phone number that I don’t have access to anymore (the reason why I am trying to change it) , or Microsoft Authenticator which doesn’t work when I try to sign up. I could easily verify through my email but it seems there is no option for that.
  4. Obsessive Power Win User

    Halo MCC (Steam version) can't sign in

    Mine isn't strictly a 'Sign in Error' issue. I recieve no error as I can not click the sign in button.

    However this morning there was a notification on my Authenticator app on my phone regarding Halo. I've pressed the 'OK' button now, so perhaps it's due to my 2 step authentication on my account?

    Will try again after work.
  5. Auswulf Win User

    Double Security Check-in Xbox 360

    The only way I got it too stop it was turn on the authenticator setting on in microsoft account and download the authenticator app on my windows phone. It hasn't hassled me for months since.
  6. Scarlet Cat Win User

    What can I do if I changed my phone number before changing my phone number on the Authenticator app and don’t have access to the old phone number?

    Hey Courtney I really hope we can fix this So my problem is that I can log in my account but when I try to add a phone number or do anything that requires a phone number verification it requires me to Add the Authenticator app code but I don’t have my of those and if I click another solution it says that it sanded a SMS to my phone number but I don’t have access to it anymore since I changed my phone number months ago and now I don’t have any options
Thema:

My old phone with authenticator app on broke. Now I can't access my account.

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