Help with authenticator

Question

I replaced my old devices with newer ones. Things that were on the authenticator on the old devices are not coming up on the new devices. How do I reset authenticator so that I can add apps back on?

Answer 1

Hi @ReneeACortez-5802

I understand you're having trouble because your authenticator accounts from your old device aren't showing up on your new phone. While cloud backup may not reliably restore all accounts, we strongly recommend using the manual method to transfer your accounts. Please follow below steps:  

Step 1: Set Up Authenticator on Your New Phone 

1. Install the Microsoft Authenticator app on your new phone.  
2. For each account you want to add (like your personal/work Microsoft accounts):  
   • Access to 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.  

1. Follow the prompts until a QR code or a secret key is displayed.  
2. On your new phone's Authenticator app, tap the "+" icon to add a new account.  
3. Choose "Scan a QR code" and scan the code on your computer. If you have a secret key instead, you can enter it manually.  
4. Follow any on-screen prompts to finish the setup. 

Step 2**: Deleting Your Old Device**  

1. Go to Security info for each account, find entries related to "Microsoft Authenticator – notification" or "Authenticator app"  
2. Find any names that match your old phone  
3. Select "Delete" next to those entries to remove the device.  

Step 3: Remember to repeat these steps for all your accounts.  

Note: Please make sure to add your accounts to your new device before removing the old one. 

If I missed anything please let me know and I'd be happy to add it to my answer, or feel free to comment below with any additional information.  

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