New phone not working with authenticator app

Behrad Aynehchi 0 Reputation points
2026-06-09T00:41:23.4533333+00:00

Hi, I recently got a new phone and I can no longer get authentication codes on my Microsoft authenticator app. I think the codes are going to my old phone which I do not have anymore. What should I do? Thanks.

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-06-09T00:41:51.8933333+00:00

    Follow these steps depending on whether the issue is just with notifications or full account access.

    1. Check if notifications are going to another device
    • If Microsoft Authenticator is still installed on an older phone and was last used there, push notifications for approvals may be sent to that device instead of the new phone.
    • If there is any chance to access the old device, open the Authenticator app there and approve the sign-in, then remove that device from the account so notifications stop going to it. Follow the steps in the "How do I make sure notifications don't go to an old device?" section of the Microsoft Authenticator FAQ.
    1. Use a different verification method
    • When signing in, choose another verification method if available (for example, SMS text or another phone/email method) to complete sign-in.
    • After signing in, go to the account’s security settings and update the sign-in methods so the new phone (and Microsoft Authenticator on it) is added and the old device is removed.
    1. Set up the new phone for MFA
    • Go to the Additional security verification page for the account.
    • Remove the old phone information from Security info.
    • Add a new sign-in method and select Phone, then enter the new phone number.
    • Install Microsoft Authenticator on the new phone and follow the instructions in Download and install the Microsoft Authenticator app to pair it with the account.
    1. If using iOS backup/restore for Authenticator
    • On the old iOS device (if still available):
      • Enable iCloud Drive, iCloud Keychain, and iCloud Backup.
      • In the Saved to iCloud list, ensure Authenticator is toggled on.
      • Make sure Authenticator is updated to version 6.8.33 or later and open the app at least once.
    • On the new iOS device:
      • Uninstall and reinstall Microsoft Authenticator.
      • The backup should then appear for restore.
    1. If completely locked out and only one admin
    • If this is a work or school account and there is only one administrator and no other method works, contact Microsoft support (Data Protection team) via the customer service phone numbers. Explain that the only admin is locked out due to Authenticator on a lost phone so they can help reset authentication methods.

    References:

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