Authenticator app

Question

i changed my phone and now i don’t know how to sign in into my office uni account, i really need to access some documents as i was working on them, some help would be much appreciated

Answer 1

If you have changed your phone and need to sign in to your Office account, you will need to set up your new device for authentication. Here are the steps you can follow:

1. Use Your Old Device for MFA: If you were using app-based multi-factor authentication (MFA), you will need your old device to complete the MFA process when setting up your new device. Do not factory reset your old device until you have successfully set up your new device.
2. Reset MFA Settings: If you cannot access your old device, you may need to ask another cloud services admin to reset your Multi-Factor Authentication settings. This can be done by following these steps:
   • Sign in to the cloud service portal as an admin.
   • Go to the Multi-Factor Authentication settings.
   • Select the admin account whose settings you want to reset.
   • Choose the option to require the user to provide contact methods again and save the changes.
3. Set Up Microsoft Authenticator on Your New Device: Once you have access to your account, download the Microsoft Authenticator app on your new phone and set it up with your Office account. You may need to scan a QR code or enter a code provided during the setup process.
4. Access Your Documents: After setting up the Authenticator app, you should be able to sign in to your Office account and access your documents.

If you encounter any issues, consider reaching out to your IT support for further assistance.

Answer 2

Hi @Evamaria Ferro,

Welcome to the Microsoft Q&A forum.

Thank you for reaching out to us. I would like to provide you with the following information:

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices or reinstalling the Microsoft Authenticator app. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes.

Because you are using a school account, this account is managed by the school’s administrator.

In this case, please contact your school administrator (this may be the IT department) to request an MFA reset for your account. If you cannot contact the administrator directly, you can ask your teacher to help reach out on your behalf.

After contacting the administrator, please provide them with the following steps to reset MFA for your account:

Step 1: Go to entra.microsoft.com

Step 2: Click Users → All users → select your account

Step 3: Click Authentication methods

Step 4: Select Re-require registration for MFA

 

After the administrator completes these steps, your next login will prompt you to set up MFA again. Please perform the setup on your new phone.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve the issue.

Thank you for your patience and understanding. If you have any questions or need further assistance, please feel free to leave a comment on this post so I can continue to support you.

I look forward to hearing back from you.

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