Not able to use authenticator app on new phone

Question

I added both my personal email (@hotmail.com) and University (@cam.ac.uk) to the Microsoft authenticator app. My phone then broke and I got a new one. I'm trying to re-add both accounts to the authenticator app on the new phone, but it's obviously sending a code to the app on the old phone that I obviously can't access, without which I can't add to the new phone's authenticator app. Help please. Thank you

Answer 1

You can restore from an authenticator cloud backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake. https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

For the school account you can ask the school admins to reset the account so a new QR code can be generated with which you can relink the authentication device to your account.

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