Logging into Workday using the Authenticator app

Question

I have been trying to log into the workday app but need to use the authenticater app to do this. Since having a new phone I am not able to do this and the link on the app to access help doesn’t work. I have tried resetting the account and this has not worked either.

Answer 1

To log into the Workday app using the Microsoft Authenticator app after getting a new phone, you need to ensure that you have set up the Authenticator app correctly on your new device. Here are some steps you can follow:

1. Install Microsoft Authenticator: Make sure the Microsoft Authenticator app is installed on your new phone.
2. Set Up Your Account: Open the Authenticator app and add your work account. You may need to scan a QR code or enter a setup key provided by your IT department.
3. Use Your Old Device for MFA: If you had app-based multifactor authentication (MFA) set up on your old phone, do not remove the Authenticator app from your old device until you have successfully set up the new phone. You will need the old device to complete the MFA process during the setup of the new device.
4. Contact IT Support: If you are still having trouble, reach out to your IT support for assistance. They can help you reset your MFA settings if necessary.

If you are using SMS or call-based MFA, you can use either your old or new device to complete the setup.

Make sure to follow these steps carefully to regain access to your Workday app.

Answer 2

Good morning Skyla Page,

When you switch to a new phone, the authenticator app loses its stored tokens and cannot automatically sync with Workday without reconfiguration. Since the self-service recovery options are ineffective and account resets have not worked, this indicates that your MFA enrollment is still linked to the old device in Workday's identity provider.

Your organization's IT support must manually reset your MFA registration in the backend system, such as Azure AD or Workday's security settings, to allow you to set up Authenticator on the new device. They have the administrative access to revoke existing MFA methods and initiate a new enrollment process for your account. Contact them directly with details of your account and the issue; they may require verification through an alternative method, such as a helpdesk ticket or phone call, to authenticate your identity before proceeding.

If you have an alternate verification method already registered (SMS, phone call, hardware token), use that to sign in and then reconfigure the authenticator. If the Workday mobile app’s help link is broken, use a browser to reach the Workday web portal or contact your internal IT/HR support directly; the app link being broken does not prevent an admin from resetting MFA.

I hope you've found something useful here. If it helps you get more insight into the issue, it's appreciated to accept the answer then. Should you have more questions, feel free to leave a message. Have a nice day!

VP

Answer 3

Good morning,

I hope you've found something useful here. If it helps you get more insight into the issue, it's appreciated to accept the answer then. Should you have more questions, feel free to leave a message. Have a nice day!

VP