Authenticator

Question

I need to update my authenticator because I got a new phone number. Because of this I am not able to login to my salesforce account

Answer 1

Hello

That's because Salesforce still wants to send the authentication request to your old phone to verify, so that you can set it up on your new phone.

If you no longer have access to your old phone, you need to reach out to your organization's Salesforce admin. They can go to Salesforce admin portal to remove your old device and trigger a new set up process for your new phone. This process cannot be done on Microsoft's side.

Answer 2

To update your Microsoft Authenticator app after changing your phone number, you will need to ensure that your new phone number is linked to your account for two-factor authentication (2FA). Here are some steps you can take:

1. Access Account Settings: Log into your Salesforce account using a method that does not require the Authenticator app, if possible.
2. Update Phone Number: Navigate to the security settings or account settings section where you can update your phone number for 2FA.
3. Set Up Authenticator Again: After updating your phone number, you may need to reconfigure the Microsoft Authenticator app. This typically involves scanning a new QR code or entering a setup key provided by Salesforce.
4. Verify Changes: Once you've updated your phone number and reconfigured the Authenticator app, test the login process to ensure everything works correctly.

If you encounter issues during this process, you may need to contact Salesforce support for assistance with accessing your account or further troubleshooting the 2FA setup.

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References:

• Can't set up MFA because five devices are already registered to use an authenticator app
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app