Authenticator app not functioning correctly, how do I find a solution after getting a new phone?

Question

Got a new phone, I’ve been trying to log into my teams app and outlook. It’s asking to open the authentication app using the code to verify. Normally a pop up would come up and enter in the code, but nothing pops up for me to enter the code.

Answer 1

Hello,

That's because the pop up is still sent to the old phone. Authenticator app is device specific.

Is this organization or personal account?

If organization, reach out to organization IT, have them reset your MFA, so that you can scan QR code again and set it up on your new phone.

If it is personal account,

If you’re on the sign-in page and can’t access your authentication app, click “I can’t use my app right now.” Then look for an option like “Show more verification methods” to see if you have a backup (e.g., a phone number or alternate email).

If you don’t have access to any of the options listed, select “I don’t have any of these.” This will begin the recovery process. As part of that process, Microsoft will let you add new contact information — but only after a 30-day waiting period.

This 30-day delay is intentional. It’s a security safeguard designed to protect users in case someone else tries to hijack their account by changing recovery info. The wait gives the rightful owner time to notice and stop unauthorized changes.

Unfortunately, this policy cannot be bypassed. You can read more about it directly from Microsoft here:

https://support.microsoft.com/account-billing/-your-security-info-change-is-still-pending-or-you-can-t-access-this-site-right-now-microsoft-account-message-cbd0f64f-02d9-45d2-90c3-2375e5a72e52#:~:text=While%20we%20understand%20this%2030,phone%20number%20or%20email%20address.