Authenticator issues

Question

I recently got a new phone. doing this, has led to me being unable to access any of my old emails which i had saved on the authenticator app. This includes my university email which i need access to asap. I have been into my security info tab on my PC because i still have access on my work PC. but every time i try to access the security info page, where im told the QR code i need to scan to add the email to my authenticator app is. However, when i try to get into this tab, it asks me to enter a code being sent to my authenticator app, which doesnt appear meaning, i cannot access this page. Please provide an answer as soon as you can. I need to get back into my university email on my phone and be able to access theses security pages on my PC.

Answer 1

Dear @Sam Thompson,

I hope you’re having a good day.

I’m sorry to hear you’re having trouble signing in after changing your phone. When you replace your device, Microsoft Authenticator does not automatically transfer MFA settings unless you previously enabled cloud backup and restored it on the new phone. 

If you're using a work or school account, please note that MFA settings are typically managed by your organization's IT administrator. In this case, I recommend contacting your admin to verify your MFA configuration or reset your authentication methods. 

Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

I hope this information helps point you in the right direction. If you run into any issues while trying the steps, or if something still doesn’t feel quite right, please don’t hesitate to reach out again. I’ll do my best to support you however I can.  

Looking forward to hearing back from you with any updates or additional details. 

Warm regards, 

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