New phone authenticator app

Question

A friend of mine bought a new phone en the old one is at the Apple Store. She needs to get in the authenticator app on het new one but she needs a vertification code for that and it keeps getting send to the old phone. What to do?

Answer 1

Dear @Angelina (A.L.) Becker, 

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

I understand that your old phone is still able to receive the verification codes even though it is currently at the Apple Store. If that's the case, can you use this opportunity to set up Authenticator on your new phone? If yes, please kindly help me use your old phone and follow these steps to transfer your authentication method:

• Access the following link and sign in using the code received on your old phone: https://mysignins.microsoft.com/security-info
• Once successfully signed in, you will be on the "Security info" page.
• Click "+ Add sign-in method".
• Select "Microsoft Authenticator".
• Follow the prompts to scan the QR code that appears on the screen using the Microsoft Authenticator app installed on your new phone.
• This process will set up the Authenticator app on your new device. After completing the transfer, you should consider deleting the old authentication method from the Security info page.

In case you can no longer use your old phone but have set up alternative sign in options before (SMS, email). You can use this backup option to sign in to the link above, then follow the steps above to set up the Authenticator app on your new device.

If the above options do not work (you can't set up the Authenticator app on a new device, or you can't use your old phone, or there's no alternative sign-in option), in case you want to set up Authenticator on a new phone, may I ask if your friend is an end-user or a Global Admin of the organization? 

• If it is an end-user, please kindly help me follow scenario 1. 
• If you are Global Admin, please kindly help me follow scenario 2. 

Scenario 1: End user 

Please kindly help me contact your organization’s IT/Global Admin and ask them to reconfigure your MFA from the Microsoft Entra admin center. Specifically, they should: 

• Require you to re‑register MFA, and 
• Revoke existing MFA sessions,  then have you sign in again to re‑set up the Authenticator app. 

References (for your admin): 

• Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID …    
• If you’re unsure who the Global Admin is within your account's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support 

As general Microsoft Support, I do not have administrative access to change tenant MFA settings - your organization’s admin needs to perform the reconfigure. 

Scenario 2: You are a Global Admin 

• If there’s another Global Admin in your tenant, please ask them to require re‑registration for MFA on your account and revoke MFA sessions, then sign in and re‑enroll Authenticator. (follow to scenario 1).
• If you are the only Global Admin and completely locked out: 
  1. You might need to contact Data Protection Team via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to reconfigure your MFA. 
  2. If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans | Microsoft. This would allow you to create a trial tenant following the provided prompts. Once set up, you can access the admin console of the trial tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant. Note: Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.  

As a moderator, I do not have the tools to deep dive into your account. This is because Microsoft's data security protocols are very strict, and only Data Protection Team is equipped with the necessary tools to investigate your specific tenant.  

Summary:

First, check if you can still use the Authenticator app on your old phone or if you have another way to sign in (like SMS or email).

If you can, sign in and add the Authenticator app on your new device.

If you can’t, find out whether you’re an End-user or a Global Admin and follow to your scenario.

If any step is unclear, or you get stuck - even a little - please reply and I’ll guide you through it. 

Looking forward to your response! 

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