How to fix my authenticator app after switching to a new phone

Question

Hello, I have recently switched phones meaning I have to sign in to my accounts on the authenticator app. When I go to do this it asked for a verification code or number from the app, however because I am already on the app trying to log in I cannot see the code or number that I need to put in. I do still have my old phone that I can get the code or number off of, but when I enter the number it just comes up with an error (picture inserted). I am not sure what else to try and this is urgent as I need to be able to access both my university and work email.

Answer 1

Hi @Tait, Erica,      

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

Regarding that you can't log in to your account due to you have change your phone and can't access 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.          

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.         

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!                      

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