new phone number

Question

I need to update my phone number on the authenticated app. I'm locked out of my work email bc it wants me to verify my info but I also have a new phone and I haven't logged into it yet. How do I update my phone number?

Answer 1

Best way resolve Contact Your IT Support

• Why: They can reset your authentication settings or update your phone number in the system.
• What to ask: Request a Multi-Factor Authentication (MFA) reset so you can log in and reconfigure your authentication app.

Use Backup Methods (if available)

• Check if you previously set up:
  • Backup email
  • Security questions
  • Authenticator app on another device
  • SMS or voice call verification

Access the Authentication Portal

• Microsoft 365 / Azure AD:
  • Go to https://mysignins.microsoft.com/security-info
  • If you can log in, update your phone number and reconfigure the authenticator app.

Answer 2

Hi @Zee Love 
Thank you for posting your question in the Microsoft Q&A forum. 

We understand how frustrating it can be when you're locked out due to a changed phone number. 

The Authenticator app primarily uses a cloud backup (to a personal Microsoft or iCloud account) for restoring saved codes. If this backup wasn't active, recovering them can be quite challenging.  

If you had enabled cloud backup before, please try the following steps to recover your accounts:  

-Open the Authenticator app on your restored mobile.  

-On the welcome screen, tap Begin Recovery or Restore from backup.  

-Sign in using the exact same personal Microsoft account (or iCloud account) you used on your old device.  

-If a valid backup is found, the app will prompt you to restore your saved accounts.  

For more detailed instructions, you can find them here: Back up and recover account credentials in Authenticator app  

If recovery doesn't work or no backup was ever enabled, unfortunately, Microsoft can't retrieve your lost codes. For security reasons, your codes are only stored locally on your device.  
Since your account is a work or school account, only your organization's admin can reset MFA setting. So, please contact your organization's IT support team or administrator. They can assist in resetting your multi-factor authentication settings and guide you through re-registering your account on the new phone. Here is the process they may refer to Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 
I hope this helps.

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