New Phone and Authenticator App

NP 20 Reputation points
2026-08-25T23:16:52.23+00:00

I just got a new phone and my Authenticator app is not allowing me to sign in to accounts I need to use for work.

Microsoft Security | Microsoft Authenticator
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Answer accepted by question author
EmilyS_726 27,475 Reputation points Volunteer Moderator
2026-08-26T00:59:01.71+00:00

If this is a work/school assigned account,

Microsoft does not directly manage organization users. Instead, each organization's IT administrator is responsible for managing its users according to its internal protocols.

You should contact your organization's IT support team. They need to reset your MFA for you in order for this to work. Once the reset is completed, follow these steps:

  1. Open your web browser and navigate to https://login.microsoftonline.com.
  2. Sign in to your account.
  3. You will be prompted to set up MFA again.

If your organization's IT administrator requires guidance, they can follow these steps:

  1. Sign in to the Microsoft Admin Center at https://admin.microsoft.com using their credentials.
  2. Navigate to Users > Active Users in the left-hand menu.
  3. Select the relevant user.
  4. On the user card that appears on the right, scroll to the bottom and click Manage multifactor authentication.
  5. On the MFA settings page, locate the user's name, select it, and click Manage user settings on the right.
  6. In the pop-up box, check the first box and click Save.

This process will reset MFA for the user, allowing them to set it up again.

If this is personal account,

If you’re on the sign-in page and can’t access your authentication app, click “I can’t use my app right now.” Then look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. Microsoft explains it further here.

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.

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  1. AI answer

    2026-08-25T23:17:17.28+00:00

    For a new phone, the fastest supported path depends on whether the old phone is still available.

    1. If the old phone is still available, transfer Authenticator first before erasing or recycling it.
      • On Android: open Microsoft Authenticator > Settings > turn on Cloud Backup > choose a Microsoft personal account for the backup.
      • On iPhone: enable iCloud Drive, iCloud Keychain, iCloud Backup, then go to Apple Account > iCloud > Saved to iCloud and turn on Authenticator.
    2. On the new phone, restore the backup.
      • If Restore from backup is not available, verify that backup was enabled on the old phone, the same recovery account is being used, and the restore is being done to the same device type.
    3. For work or school accounts, after restore the account name may appear, but sign-in must be completed again.
      • If Authenticator shows "Sign in to add your account.", that is expected for work or school accounts after restore. Open the account and sign in again.
    4. If sign-in still fails on the new phone, check these common causes:
      • Make sure Authenticator is unlocked.
      • Make sure notifications are enabled.
      • Update Microsoft Authenticator from the app store.
      • Confirm the phone has internet connectivity.
      • Check that date and time are correct.
      • Restart the device.
    5. If the old phone is no longer available and the only verification method was Authenticator on that old device, contact the organization’s IT administrator/helpdesk.
      • For work accounts, an admin may need to require re-registration of multi-factor authentication so Authenticator can be set up again on the new phone.
    6. If the issue is specific to passwordless or push approval on Android work/school accounts, also verify:
      • Google Play Services and Google Play Store are installed and enabled.
      • The device has a PIN or biometric enabled.
      • In Authenticator, go to Settings > Device Registration and confirm the account is registered.

    Important: keep the old phone until sign-in works on the new phone for the accounts used most often.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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