My Authenticator wants to use the Authenticator App to create my account passkey in Authenticator.

Question

I recently got a new phone and was trying to sign into my school account. I use Microsoft Authenticator to verify every time I sign in. However I realized that since I got a new phone my account wasn’t in the Authenticator anymore. So I tried to add the account to Authenticator so I get in my school account. When I was signing into to my school account in order to add it to Authenticator it asked for a code from the Authenticator. But since I was signing into Authenticator I couldn’t use Authenticator to verify it. Please help. I can’t get in my school account.

Move from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @Pierce, Colton M

Welcome to Q&A forum!

I'm the forum moderator, so I don't have permission to access account data or reset MFA to help you directly.

However, I really want to help you move forward and I would like to share "two approaches" that I usually recommend to users in similar situations like you. After reviewing your message, I understand that you have switched to a new phone without transferring Microsoft Authenticator.

For your information, please note that Microsoft Authenticator stores your two-factor authentication (2FA) codes directly on your device for security reasons. These codes do not automatically transfer when you change devices, as they are not synced across devices by default. If the app is not moved or reconfigured, you will lose access to accounts that require 2FA.

1/ If you still have access to the Authenticator app on your old phone, please refer to this thread for instructions on transferring it to your new device.

How do I transfer my Microsoft Authenticator data from my iPhone to a Samsung phone? - Microsoft Q&…

2/ If you no longer have access to your old phone, you will need to contact your School IT Administrator, who has administrative rights for your school tenant. They can assist you in resetting and reconfiguring MFA.

In this case, as you are using university account, the only way to regain access is to contact your "IT administrator or Global admin" and request a phone number update in the Microsoft Entra admin center.

In the Entra admin center, an administrator can set user accounts to require a re-enrollment of multi-factor authentication (MFA). Ask your administrator to follow the steps shown in the following article:

Manage user authentication methods for Microsoft Entra multi-factor authentication

• Sign in to Microsoft Entra - Microsoft Entra admin center
• User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration".

Require re-enrollment MFA: This disables all previous authentication methods. You'll then be prompted to set up a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.

*Note:

• Please note that in this case, you only need to find the global admin of your organization’s tenant. They are the ones who can help you regain access to your account.
• The global admin is usually someone in your "school’s IT team" or a "system administrator". They manage Microsoft 365 settings, licenses, and security.
• Most schools have a helpdesk or "IT support email". You can contact them to confirm who the global admin is.

Wishing you success in your studies and personal development!

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