authenticator verification code emails aren't arriving

Question

I need to transfer my work authentication from a old phone to a new one. this requires that I turn on 'backup' on my old phone then recover that backup on the new one. when I try to turn on backup, I am asked to perform a log on with verification code through the email. Said email never arrives. I've checked the spam folder and it's not there.

Answer 1

Dear @Li Sun

Thank you for posting your question in the Microsoft Q&A forum.  

We understand that you are seeking to transfer your Microsoft Authenticator accounts to your new phone. Although cloud backup is available to assist with this process, it does not reliably restore all accounts, which can lead to missing entries or invalid authentication codes. For this reason, we strongly recommend using the manual method to transfer your accounts. This ensures each account is properly set up and functional on your new phone, giving you reliable access when you need it. 

Here's how to do it: 

1. Install the Microsoft Authenticator app on your new phone. 
2. For each account you want to add (like your personal Microsoft account or work accounts): 
   • On a computer or another device, go to the security settings of that specific online account. For Microsoft accounts, you can typically find this under My Sign-Ins | Security Info | Microsoft.com 
   • Look for an option to add a new sign-in method and then select to add an authenticator app. 
   • Follow the prompts until a QR code or a secret key is displayed. 
   • On your new phone's Authenticator app, tap the "+" button to add a new account. 
   • Choose "Scan a QR code" and scan the code on your computer. If you have a secret key instead, you can enter it manually. 
   • Follow any on-screen prompts to complete the setup for that account. 

Deleting Your Old Device from Your Accounts 

After successfully transferring your accounts, it's important to remove your old device from your account's security settings. This prevents any potential unauthorized access and streamlines your authentication process. 

1. Under Security info for each account, find entries related to:  
   • "Microsoft Authenticator – notification" 
   • "Authenticator app" 
2. Locate any device names that correspond to your old phone. 
3. Select "Delete" next to those entries to remove the device. 

Remember to repeat these steps for all your accounts. 

For Organizational Accounts (Azure Active Directory) 

If your account is part of an organization using Azure Active Directory, you might also need to contact your IT administrator. They can help ensure your old device is fully removed from your account profile within the organization's system. 

This manual method directly links each service to your new Authenticator app, ensuring everything works as it should. It might take a little more time upfront, but it's the most reliable way to secure your accounts on your new device. 

Please let us know if you need further assistance, we're happy to help! 

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