Microsoft Authenticator is not working after changing my phone

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Microsoft Authenticator is not working after changing my phone

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I recently changed to a new phone and I can no longer receive verification requests or codes through Microsoft Authenticator. The account was previously linked to Microsoft Authenticator on my old phone.

I am unable to complete the two-factor authentication (MFA) process when trying to sign in. I would like to reset or re-register Microsoft Authenticator for my account so that I can use the new phone for authentication.

Please help me restore access to my account and set up Microsoft Authenticator on my new device.

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Answer 1

When you switch to a new phone, the Microsoft Authenticator app doesn't automatically transfer your account security credentials for safety reasons.

Here is how you can regain access and register your new handset:

Try Cloud Backup (If Previously Enabled)

If you turned on cloud backup in the Authenticator app on your old handset, you can restore your accounts directly:

Open Microsoft Authenticator on your new phone.
Do not choose "Sign in" straight away. Instead, tap Restore from backup at the bottom of the welcome screen.
Sign in with the personal Microsoft account you used for backups on your old device.

Use an Alternative Verification Method

If you still have access to other security options registered to your account:

Sign in to your account on a computer. When prompted for two-factor authentication, select Sign in another way or I can't use my Microsoft Authenticator app right now.
Choose to receive a verification code via SMS text message, phone call, or an alternative email address.
Once logged in, navigate to your Security Info Page (for work/school accounts) or Microsoft Account Security (for personal accounts).
Delete your old phone from the list and select Add sign-in method to pair your new device.

For Work or School Accounts (Contact Your Administrator)

If this is an organisation account and you cannot sign in using another method:

Your organisation's IT Administrator will need to reset your Multi-Factor Authentication (MFA) registration.
Ask your IT department to log into the Microsoft Entra admin center, locate your user profile under Users, click Authentication methods, and select Require re-register MFA.
Once reset, you will be prompted to scan a fresh QR code with your new phone the next time you log in. When you switch to a new phone, the Microsoft Authenticator app doesn't automatically transfer your account security credentials for safety reasons. Here is how you can regain access and register your new handset: 1. Try Cloud Backup (If Previously Enabled) If you turned on cloud backup in the Authenticator app on your old handset, you can restore your accounts directly:
- Open Microsoft Authenticator on your new phone.
- Do not choose "Sign in" straight away. Instead, tap Restore from backup at the bottom of the welcome screen.
- Sign in with the personal Microsoft account you used for backups on your old device.
2. Use an Alternative Verification Method If you still have access to other security options registered to your account:
- Sign in to your account on a computer. When prompted for two-factor authentication, select Sign in another way or I can't use my Microsoft Authenticator app right now.
- Choose to receive a verification code via SMS text message, phone call, or an alternative email address.
- Once logged in, navigate to your Security Info Page (for work/school accounts) or Microsoft Account Security (for personal accounts).
- Delete your old phone from the list and select Add sign-in method to pair your new device.
3. For Work or School Accounts (Contact Your Administrator) If this is an organisation account and you cannot sign in using another method:
- Your organisation's IT Administrator will need to reset your Multi-Factor Authentication (MFA) registration.
- Ask your IT department to log into the Microsoft Entra admin center, locate your user profile under Users, click Authentication methods, and select Require re-register MFA.
- Once reset, you will be prompted to scan a fresh QR code with your new phone the next time you log in.