Changed my phone and notifications still reach the old one

Question

I changed phones and when I tried to access my uni account they displayed a number that I am supposed to enter in the authenticator app, except that the notification appears in my old phone and not the new one. Also when I try to open this very same account on the old phone to change the configuration and delete that device it says that there is an error or that the password is wrong (even though I know it's not) and if I try to change the password from my new phone it still requires to enter a random number in the old phone plus the password (which doesn't work). I don't know what to do because I need to use this account and I need the notification to reach the new phone, not the old one. Please help

---

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hi @Gabriela Garrido Rivera,       

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

Regarding that you can't log in to your account due to Microsoft Authenticator. I’d like to ask a quick questions to better understand your situation and assist you effectively:      

Could you please clarify whether you are an end user or an admin?             

If you are an end user I would recommend you contact your account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:                 

Revoke MFA sessions and require re-register in the Microsoft Entra admin center        

You could provide your admin this article for a better view: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…              

If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.           

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.              

I really appreciate your patience, and I’m here to help. Looking forward to your response!                      

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".               

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread      

Answer 2

To resolve the issue of notifications being sent to your old phone instead of your new one, you will need to remove the old device from your Microsoft Authenticator app and ensure that your new device is properly registered. Here are the steps you can follow:

1. Remove the Old Device: If you can access the old phone, try to remove the account from the Microsoft Authenticator app. If you are unable to log in due to a password error, you may need to reset your password through your university's account recovery options.
2. Register the New Device: Make sure that your new phone has the Microsoft Authenticator app installed. If you have not done so already, you will need to register your new device with your university account. This typically involves signing into your account and following the prompts to set up the Authenticator app on your new device.
3. Use Backup Codes: If you have backup codes or an alternative method of authentication (like a phone call or SMS), use that to log in and change the settings to ensure notifications are sent to your new device.
4. Contact Support: If you are still unable to access your account, consider reaching out to your university's IT support for assistance. They can help you reset your account settings and ensure that your new device is configured correctly.

By following these steps, you should be able to redirect notifications to your new phone and regain access to your account.

---

References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Microsoft Authenticator issues