My problem with the microsoft Authenticator App

Question

I go to school at KV Basel and we have an email address (my email is [Moderator note: personal info removed] ) If we ever wish to access our account (school website,outlook or even teams) outside of the school, we need to use the microsoft authenticator app. In the beginning everything worked fine until i changed phones. the microsoft account for the authenticator app is on my old phone and every time i wish to log on to anything using the school email the code goes to the old phone which has been abandoned. How can i change it to my new phone as i have tried to log in on my new phone but have only managed to get my work email logged in. We are also on school break so i can not contact the IT From the school.

Answer 1

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Hi Ethan Da Silva

When you change to a new phone, the Microsoft Authenticator app doesn’t automatically transfer your account settings because the multi-factor authentication (MFA) configuration is linked to the specific device where it was originally set up.

Because your account is school account, it is managed by your school's IT department. Microsoft doesn't have direct access to reset authentication settings for organization-managed accounts. You can contact your organization's IT administrator (send them email if you are also on school break) and request a reset of your MFA settings by following this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

Once the reset is complete, you will be prompted to reset the authentication app from scratch when you log in to your new phone.

I hope this information helps.

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