Unable to receive MFA code - I am the home organisation in work account

Question

I work as a freelancer and have to use Microsoft Authenticator for 2-factor authorisation with various clients.

This was all working fine until I switched phones last week. During the setup for the new phone, I chose the option to delete my old device. However, when I then went into the Authenticator app on the new device, it had not carried over any of my MFA login information (and I am unable to restore from a backup in the Authenticator app as this had not previously been set up). As a result, I was unable to receive any codes in the app.

I've contacted several clients and they have reset the MFA at their end, so I have been able to create new logins for them and I am now receiving codes in the app.

I now want to change the security settings for my account in general so that I can use text/email as a backup in similar situations in the future. When I access the 'Organisations' page for my account, I am listed as the home organisation. However, when I try to access the security settings, the only option I have is to use a 2-factor MFA code, which I am unable to receive as this is not set up on the new device.

How can I get access to my security settings so that I can update Authenticator to work properly on the new device?

Answer 1

This is expected behaviour. If you're using app-based multifactor authentication (MFA), you'll need to use your old device to complete MFA when setting up your new device. Don't factory reset your old device or remove the Microsoft Authenticator app until you have successfully set up your new device.See: https://learn.microsoft.com/en-us/troubleshoot/azure/entra/entra-id/mfa/cannot-use-mfa-signin-lose-phone?source=recommendations

You will need to contact product support to assist you or another admin to reset your account.

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Regards,

Abiola