I got a new phone and now my Authenticator isn’t working

Question

I got a new phone and my Authenticator app won’t work anymore

Answer 1

Hi Hannah, I recommend you to check the steps below:

1. Access Recovery Options:
   • If you previously enabled cloud backup in the Authenticator app, you can restore your accounts on the new phone.
   • Download the Microsoft Authenticator app on the new phone, sign in with your Microsoft account, and restore your saved settings.
2. Manually Reconfigure Your Accounts:
   • Log in to each service (e.g., Microsoft, email, etc.) that uses the Authenticator app for two-factor authentication (2FA).
   • Go to the security settings of the service, find the option to manage or reset 2FA, and scan the new QR code with the Authenticator app on your new phone.
3. Contact IT Admin or Support:
   • If the Authenticator app is linked to work or school accounts (e.g., through Microsoft Azure), contact your IT administrator to reset your multi-factor authentication settings.
   • They can provide you with a new QR code or other recovery options.
4. Use Backup Codes:
   • If you saved backup codes provided when setting up 2FA, use one of them to log in and reconfigure the Authenticator app.
5. Disable and Re-enable 2FA:
   • If you cannot recover the app settings, disable 2FA temporarily (if allowed) via your account's security settings. Then, re-enable it and configure the app on your new phone.
6. Important Note:
   • For accounts where access is critical, always keep a backup method (such as backup codes, email, or a secondary phone number) to avoid being locked out.

Kind regards, Philipp