I'm having issues creating or getting the code on a new phone.

Question

I'm having an issue creating it transferring the Microsoft authentication app. It sends the code to the wrong phone.

Answer 1

Hi There,

When you try to add a new authentication method (the Authenticator app on your new phone), Microsoft defaults to your existing security contact info (phone number or backup email address) to verify your identity first. If that existing info is outdated or wrong, you get stuck in this loop.

 

The Fixes We Can Try:

Use a Different Verification Method (If Available)

When you are prompted for a code that goes to the wrong phone, look for an option that says "I don't have any of these" or "Use a different verification option__"__ on the Microsoft sign-in screen.

Select that option.

If you have a backup email address linked to the account (like a Gmail or Yahoo address), choose that option to receive the code.Once you get the code via email, you can sign in to your Microsoft Security Dashboard and remove the old, incorrect phone number and add your new one.

Update Security Info via the Dashboard

If you can sign in using a different method, go straight here:

Go to the Microsoft Security Dashboard.

Sign in.

Select Advanced security options.

Under "Ways to prove who you are", you can select Remove next to the wrong phone number and Add a new way to sign in or verify.

While you are there, you can also re-add the Authenticator App properly using the "Add a new way to sign in" option.

The Account Recovery Form (If All Else Fails)

If you have no other way to receive a code (no backup email, only the wrong phone number), you will unfortunately have to use the official Microsoft Account Recovery Form. This is the only way to regain access when security info is missing or incorrect. It's automated, but it's the official process.

 

One of these steps, particularly using a backup email address to access the security dashboard, should help you update your contact details and get the Authenticator app set up correctly!

 

Answer 2

If you are having issues with the Microsoft Authenticator app sending codes to the wrong phone, it may be due to the app not being properly set up on your new device. Here are some steps you can take to resolve the issue:

1. Check Phone Number: Ensure that the correct phone number is registered for your account. If you are using a work phone number, make sure it is not confused with your personal number.
2. Transfer the Authenticator App: If you haven't already, make sure to install the Microsoft Authenticator app on your new phone. You can do this by downloading it from the App Store or Google Play Store.
3. Set Up the App: After installing the app, follow the steps to set it up with your work account. You may need to use your old phone to complete the Multi-Factor Authentication (MFA) requirements during the setup process.
4. Sync Time: Ensure that the clocks on both your computer and mobile device are synchronized, as discrepancies can cause issues with authentication codes.
5. Contact Support: If the problem persists, reach out to your IT administrator or Microsoft support for further assistance.

Following these steps should help you resolve the issue with receiving codes on the correct phone.