How to setup Microsoft Authenticator on new devide when the previous device is not available

Question

Hi,

I was using my personal phone to manage my work account with microsoft authenticator. When I received the new work phone and we tried to setup the microsoft authenticator app, even when recording the proper code it would never work. It would load, then display an error; or sometimes I would never receive the code on my personal phone.

So I tried uninstalling the account from my personal phone, and now wherever I try to login, it sends the code nowhere. I still see the deleted account as ''connected account - this account is used to connect to other applications on this device'' although it is not active and if I try to configure the 2-step verification, it's asking me for a code that I never receive or simply displaying the circular arrow (error an no options)

Hence I can't neither receive a code or generate an authentication code neither from my old personal phone, nor the new one. When I go to the page proposed by the error message: aka.ms/fasetup the account info quickly disappears and it asks me for a verification code.

It's an endless loop. I CANNOT clear the cache and remove all accounts info from my personal phone.

How do we get out of this nightmare?
Thank you

Answer 1

To set up Microsoft Authenticator on your new device when the previous device is not available, follow these steps:

1. Register for Multi-Factor Authentication (MFA): Since you cannot access your old device, you will need to register for MFA on your new device. This may require contacting your IT support for assistance, as they can help reset your MFA settings.
2. Use SMS or Call-Based MFA: If you have SMS or call-based MFA set up, you can receive verification codes on your phone number. Ensure that your phone number is active and can receive messages or calls.
3. Install Microsoft Authenticator: Download and install the Microsoft Authenticator app on your new device from the App Store.
4. Complete Device Enrollment: Open a productivity app (like Microsoft Teams) on your new device and sign in with your work account. You may be prompted to enroll your new device, which will guide you through the necessary steps.
5. Restore Authenticator Backup: If you previously backed up your Authenticator app, you can restore it on your new device. Open the Authenticator app and select "Begin recovery" to sign in with your personal Microsoft account and restore your MFA credentials.
6. Enable Phone Sign-In: After restoring, enable phone sign-in for easier access in the future. On your old device, you would have done this through the Microsoft Authenticator app, but since it's not available, you may need to set it up again once you regain access.

If you continue to face issues, it’s best to contact your IT support for further assistance, as they can help you reset your account settings and ensure you can access your work resources without the old device.

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References:

• Migrate to a new iPhone for work
• Migrate to a new iPhone for work