Authenticator app

Question

I have changed phones and now my app won’t let me receive the number to go into my payslips and training

Answer 1

Because the phone has changed, the Microsoft Authenticator app on the old device is still the one registered for your account, so the codes/approvals are not coming to the new phone.

Use these steps depending on what access is still available:

1. If the old phone is still available
   • Turn it on and connect it to the internet.
   • Open Microsoft Authenticator on the old phone and approve the sign-in when prompted.
   • After signing in, remove the old device from your security methods so future prompts go only to the new phone. Follow the guidance in your account security settings to remove old devices.
2. If the old phone is not available
   • When asked to approve with Authenticator, choose a different verification method (for example SMS or phone call) if it is offered for your account.
   • After signing in with that alternative method, go to your security verification page and delete the old phone entry, then add the new phone and set up Microsoft Authenticator again.
3. If no alternative method works and you are locked out
   • For a work account (for payslips/training), contact the organization’s IT/admin and ask them to reset or re-register your MFA methods in the Microsoft Entra admin center so the Authenticator can be set up again on the new phone.

If you see an “Authentication did not complete” message on the new phone, make sure:

• Microsoft Authenticator is unlocked and notifications are enabled.
• The app is updated to the latest version.
• The phone has a working internet connection and correct date/time.

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References:

• Microsoft Authenticator FAQs
• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot problems with Microsoft Authenticator