Authenticator app is not working on new phone

The notifications are still going to the old phone because that is where Microsoft Authenticator was last used. Set up the new phone for MFA and then remove the old device so alerts stop going there.

Follow these steps:

1. On the old phone
   • Open Microsoft Authenticator.
   • Approve any pending sign-ins there so access to the account is available.
   • Make sure the app is updated to the latest version and working.
2. Add the new phone as an MFA method
   • On a computer browser, sign in to the account that uses Authenticator.
   • Go to the Additional security verification / Security info page for the account (for work/school accounts, this is described in the “Use a screen reader to set up and troubleshoot multifactor authentication” article).
   • Choose Add sign-in method and select Phone or Microsoft Authenticator.
   • For Phone: add the new phone number and complete verification.
   • For Microsoft Authenticator: install the app on the new phone and follow the prompts to scan the QR code and register the account.
3. Remove the old phone
   • Still on the Security info / Additional security verification page, delete the old phone / old Authenticator entry so future push notifications no longer go there.
4. If push notifications still don’t appear on the new phone
   • Confirm the Authenticator app on the old device is removed or signed out.
   • Make sure notifications are enabled on the new phone and the app is up to date.
   • If a push is missing during registration, use an alternate method (SMS or phone call) if offered, as described in the FAQ.

If the old phone is no longer available and there is no alternate verification method configured, an admin (for work/school accounts) must reset MFA for the account in Microsoft Entra Admin Center so Authenticator can be set up fresh on the new phone.

References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Why didn't I receive the push notification when registering a credential in the Authenticator app?