If you or the store restores your applications from a backup onto your new phone, you will need to uninstall and re-install the Authenticator app and go through the setup instructions again.
There are a few things that could give your problems accessing your account unless you do this correctly. The best practice is if you have access to your old phone is to delete your account from the Authenticator before setting it up on your new phone, which we will walk you through below.
What you'll need:
- Your laptop
- Your new phone
On your laptop
1. Visit this link to open up your security settings page: https://aka.ms/mfasetup
2. Click on the "Security Info" tab
3. Delete your Old phone and Old Microsoft Authenticator from this page if present, this will prevent it from getting texts, calls or MFA notifications
3. Next, click "+Add Method"
4. In the window that appears select "Authenticator App"
5. Click the Next buttons until you see a QR Code on the screen. Then get your new phone for this next part.
On your New Replacement Phone
- Open the Microsoft Authenticator app you downloaded from your phone's app store.
- Select "Add an Account"
- Choose "Work or School Account"
- Select the scan QR Code option that pops up
- You may need to grant camera access to the app if you have not already.
- Scan the QR Code on your laptop screen. and follow the prompts.
- It should send a test notification to your new phone to make sure everything is working as it should.
Adding a backup method:
Go back to step 3 (+ Add Method) of the laptop instructions, but this time choose the "Alternate Phone" option and follow the steps below:
- Click on the "add method" button again and select "Alternate Phone" from the menu.
- Add your phone number and click "Next"
- You will receive an automated call from Microsoft to test the phone number you entered.
If you have any trouble please send an email to the helpdesk: [email protected] or [email protected]
- You may need to grant camera access to the app if you have not already.