enable Authenticator to get connected

Question

I have recieved a new telephone, put the authenticator app on it ( which is also on the old telephone)

The old teleplohe is disconnected from the businesssurrounding butt the coeention still remains. The application in yhe computer asks for the code to be submitted by a telephoneout of order.

installing the application agian doesn't help. this also asks for a code to be submitted. I'm in a roundabout of the computer and two telephones

Answer 1

Hi Peter,

Welcome to the Microsoft Q&A forum.

When you change phones, you will need to transfer your MFA setup to the new phone and use your old phone to authenticate and allow the new phone to provide verification codes for your account.

In this case, because you have not synchronized the information between your new phone and your old phone, you will need to reset MFA for your account and then set up MFA again on your new phone.

For business accounts, resetting MFA is typically performed by your tenant administrator, usually your IT department or the person who provided the account to you.

Once you have successfully contacted your tenant administrator, please provide them with the following documentation for instructions on how to reset MFA for your account:

 Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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Answer 2

This usually means the approval request is still going to the old phone. When Microsoft Authenticator was last used on the old device, push notifications can continue to be sent there until the old method is removed.

Try this in order:

1. If the old phone is still accessible, open Microsoft Authenticator on that phone and approve the sign-in.
2. After signing in, go to the Security info page for the work or school account at https://mysignins.microsoft.com/security-info.
3. Remove the old phone or old Authenticator method from Security info.
4. Select Add sign-in method.
5. Choose Microsoft Authenticator and add the new phone by scanning the QR code.
6. Complete the test notification on the new phone.

If the account was restored to the new phone from backup and it shows "Sign in to add your account", that is expected for work or school accounts. Open the account in Authenticator and sign in again to finish setup.

If the sign-in screen offers another verification method, use it instead of the old phone. For example, use SMS if that option is available.

If no other sign-in method is available and the old phone cannot be used, contact the organization’s IT admin or help desk. Admin restrictions or Conditional Access policies can block self-service registration, and in that case the admin must help reconfigure the authentication method.

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• Microsoft Authenticator FAQs
• Transfer Microsoft Authenticator account entries to a new phone
• Use a screen reader to set up and troubleshoot multifactor authentication
• How to add your accounts to Microsoft Authenticator
• Set up Security info from a sign-in page