Changed Phone Can’t do Authentication

Question

Hi, I have recently broken my phone and trying to set Authenticator with my new one. However, each time I go to log in my account for Broward College on the Authentication App, it asks for the authentication code that it sends to my old phone. What can I do to transfer from my old phone to this one? Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @Planet Bev

Welcome to the Microsoft Q&A Community! 

Thank you for reaching out. I’m sorry to hear about your phone, and I’m happy to help you get Microsoft Authenticator set up on your new device. 

Since your previous phone is still registered as your only authentication method, the system continues sending verification prompts there. To resolve this, you’ll need to reset your multi‑factor authentication (MFA) so you can register the new phone. 

Because this is a school account, the MFA settings are managed by your institution. To identify your school admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

An administrator will need to: 

1. Open the Microsoft 365 Admin Center 
2. Go to Users > Active Users and select your account 
3. Choose Authentication Methods 
4. Remove the old phone number and add your new one or reset your MFA settings entirely 

Once the admin completes this step, you will be able to sign in on your desktop and set up new verification methods. 

For reference, please check this article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

Let me know if there are any misunderstandings or further concerns, I am happy to assist you! 

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