How to Reset the Authenticator App to a New Device?

Question

When attempting to log into a school account, the authenticator app being used is not functioning. It is suspected that the account was set up on an old device, which is no longer available. What steps are needed to transfer the authenticator permissions to the new device?

Answer 1

Hi Johnson,

In this instance, you need to contact the administrator for requesting to resetting MFA.

If you are the administrator, then please go to entra admin portal>users>All users> (choose the user you want to reset MFA.) Authentication Methods>Require re-register multifactor authentication.

This will delete the MFA from the system, and when the user tries to sign in, it will ask to set up the MFA, and it will provide a QR code. Use it on the new device to register it.