Not being able access Microsoft authenticator app on new phone after trading old phone in

Question

So the issue I am having is that I lately got a new phone (Iphone 15 pro) and traded my previous phone (Iphone 11 pro). My old phone had the authenticator app on it and it was working well. By the way the app was being used for my university email. So back to the issue when I was trying to open onenote on my ipad to access my university notes it did not allow me and it signed me out. When I tried signing in again it said to provide a verification code from the authenticator app so I tried logging into the authenticator app on my new phone but each time I tried it asked for a verification code from itself (the app still thinks I have the old phone, I don’t). Due to this I am not able to log into the authenticator app and onenote to access my notes for my university lectures. Is it possible for me to gain full access to the authenticator app on my new phone?

Answer 1

Dear Syed_979,

Good day! Thanks for posting in the Microsoft Community. We are happy to help you. 

According to its description, it looks like you're having issue accessing the account with Microsoft authenticator app on the new phone.

If the above understanding is correct, please check if the steps shared in below official article can help.

For your reference: Back up and recover account credentials in the Authenticator app - Microsoft Support

Set up the Microsoft Authenticator app as your verification method - Microsoft Support

If the issue persists, we note that you have posted this topic in the "For Education" category, we assume that you may have problems with a work/school account with a subscription provided by the organization, for such accounts, Microsoft provides the subscription based on the organization. In each organization, Microsoft 365 admin privileges are required to manage accounts.

In this situation, if you're not the organization's administrator, or if there's another administrator in the organization, please contact your M365 administrator to reset the authentication method for you. After that, you will be able to reset the verification and login again.

About how to find the admin in your organization, you can see How do I find my Microsoft 365 admin? - Microsoft Support

For your admin reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

We hope the above can help. If there are any updates or we don't understand you, feel free to let us know.

Your understanding and cooperation are highly appreciated. Thank you for your precious time. Have a nice day!

Sincerely,

Rhoda | Microsoft Community Moderator