Recovery
Lost, stolen or broken phone
Do this first
Contact your IT support team now and tell them the phone is lost or stolen. They can sign you out
everywhere, remove the phone from your account and, if it's a managed work phone, wipe it.
Then get back in
- Try another way to sign in On the sign-in screen, choose Sign in another way (or I can't use my Microsoft Authenticator app right now). Use any other method you've set up — a security key, Windows Hello on your laptop, Platform SSO on your Mac, or another phone.
- No other method? Ask for a Temporary Access Pass Your IT team can give you a Temporary Access Pass — a short-lived code that lets you sign in once and set up your new phone. They'll check who you are before issuing it.
- Set up your new phone Install Microsoft Authenticator and add your account, or follow the passkey guide for your phone.
- Remove the lost phone In Security info, delete the lost phone's Authenticator entry and any passkey stored on it, if your IT team hasn't already.
Avoid this next time
Register a second way to sign in — such as a security key, Windows Hello or Platform SSO on your computer, or a
synced passkey — so losing one device never locks you out.