Adding in email addresses to the Authenticator app after getting a new iphone

Question

I got a new iPhone, and Microsoft Authenticator is not allowing me to add all of my business email addresses into it, which means I cannot add them to the Outlook app on my iPhone. I can only check business emails on a desktop because of this glitch.

When I try to add them in it’s asking for an Authenticator code, but I don’t have one because it won’t let me log in. It’s a very frustrating circle of events.

Answer 1

Dear @Danielle Wilson, 

Good day! Welcome to Microsoft Q&A forum! 

Based on your description, I understand that you’re unable to add your business email accounts to the Microsoft Authenticator app on your new iPhone, which is preventing you from signing in to Outlook. The app keeps asking for an Authenticator code, but since you can’t log in, you’re stuck in a frustrating loop.

I sincerely apologize for the inconvenience caused by this issue.

To understand the situation better and provide you with the most suitable support, could you confirm the following information: 

• Did you enable cloud backup in Microsoft Authenticator on your previous device?
• Do you still have access to the old iPhone or any other device with Authenticator installed?
• Do you have any alternative MFA methods?

Your confirmation would be very helpful in ensuring you receive the most suitable support!

Regarding your situation, when you set up a new iPhone, the Microsoft Authenticator app does not automatically transfer your accounts because the app’s data is not backed up by default unless you enable cloud backup. Without the original Authenticator configuration, the app cannot generate codes, causing a loop when trying to add accounts.

In the meantime, you can check for backup availability on your old device via Authenticator > Settings, sign in to the same Microsoft account used for backup and restore the accounts, or use alternate MFA methods if backup isn’t available.

If these steps don’t work, contacting your IT admin of the organizations that you have business accounts at to reset MFA settings will allow you to re-register Authenticator.

Please kindly tell the IT Admin to refer to this article for step-by-step instructions: Manage user authentication methods for Microsoft Entra multifactor authentication

Once you regain access, I recommend enabling cloud backup in Authenticator, verifying all accounts, updating recovery options, and keeping your old device until everything is fully synced.

This will help prevent similar issues in the future and ensure a smoother experience.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful. I appreciate your time and look forward to hearing how things are going! 

Thank you for your time and patience.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 2

To resolve the issue of adding your business email addresses to the Microsoft Authenticator app after getting a new iPhone, follow these steps:

1. Ensure Recovery Settings: First, make sure that you have set up recovery settings on your old device before migrating. This includes enabling iCloud backup in Microsoft Authenticator, which allows you to restore your account credentials on the new device.
2. Use Your Old Device: If you still have access to your old iPhone, do not remove the Authenticator app or factory reset it until you have successfully set up your new device. You will need your old device to complete the multi-factor authentication (MFA) process when logging into your accounts on the new iPhone.
3. MFA Setup: When you try to log into your business email on the new iPhone, it may prompt you for an Authenticator code. Use your old iPhone to generate this code. If you are using SMS or call-based MFA, you can receive the verification code on your old device.
4. Install Microsoft Authenticator: Ensure that the Microsoft Authenticator app is installed on your new iPhone. If it was not transferred during the setup, download it from the App Store.
5. Enroll Your New Device: After logging into your business email, you may be prompted to enroll your new device. Follow the instructions provided during the enrollment process.

If you encounter further issues, consider contacting your IT support for assistance with MFA setup and account recovery.

---

References:

• Migrate to a new iPhone for work
• Migrate to a new iPhone for work