authenticator app

Question

I need help with my authenticator app. On my old phone I got the two digit codes without any orblems but now that I have a new phone and logged into my school account I no longer receive those codes to get into my school aacount and canvas. How can I fix this?

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Dear @Aerin R Toledo

Thank you for reaching out. I understand how frustrating this is, especially when you need Microsoft Authenticator to access your school account and Canvas.

When you switch to a new phone, signing in to Microsoft Authenticator does not automatically restore the approval notifications for your school account. Your new device may need to be registered again.

I recommend the following steps:

Step 1: Try another verification method

Sign in to your school account.

When prompted for Microsoft Authenticator verification, select Sign in another way.

If you have another registered method, such as SMS or a phone call, use it to complete sign-in.

Once signed in, visit https://mysignins.microsoft.com/security-info.

Select Add sign-in method > Microsoft Authenticator and follow the instructions to register your new phone.

Step 2: If you cannot use another verification method

Please contact your school's IT Help Desk and ask them to reset your MFA registration. Your school administrator can manage your authentication methods through Microsoft Entra and help you complete the registration.

Microsoft's official guidance: Manage authentication methods for Microsoft Entra MFA

One question to help me narrow this down: Do you still have access to your old phone, or is the new phone your only available device?

If the old phone is unavailable and you have no alternative verification method, contacting your school's IT Help Desk is the most appropriate next step.

I hope this helps you regain access to your school account and Canvas soon.

Answer 2

Register the new phone from your school account’s Security info page; if you cannot pass the current verification prompt using another method, ask the school’s IT help desk to reset your MFA registration.

If you can still verify another way

Simply signing into Authenticator or restoring its backup does not fully configure a work or school account on a new phone—only the account name is restored, and the account must be registered again.^1^

1. On the school sign-in screen, select Sign in another way.
2. Use another method you previously configured, such as a text message, phone call, or alternate authentication method.
3. Open the Security info page:
   https://mysignins.microsoft.com/security-info
4. Select Add sign-in method.
5. Select Microsoft Authenticator and then Add.
6. On the new phone, open Authenticator and select + or Add account.
7. Select Work or school account → Scan a QR code.
8. Scan the QR code displayed on the computer, then complete the test approval or two-digit number-matching request.^2^
9. Test a new sign-in before deleting the old phone’s Authenticator entry. Once successful, remove the obsolete old-phone method from Security info.

If Authenticator displays “Sign in to add your account,” open that account and sign in; this is expected after restoring a work or school account.^1^

If Authenticator is your only available verification method

Contact your school’s IT help desk or account administrator. Tell them:

I replaced my phone and cannot receive Microsoft Authenticator number-matching requests. Please require me to re-register MFA, or issue an approved Temporary Access Pass so I can register the new phone.

An Authentication Administrator can perform the reset in:

1. Microsoft Entra admin center → Entra ID → Users.
2. Select your school account.
3. Select Authentication methods.
4. Select Require re-register MFA.

This removes the existing Authenticator and related MFA methods, after which the next sign-in prompts you to configure MFA again.^3^

Canvas support generally cannot reset Microsoft authentication for a school-managed account; the reset must be handled by the school team that administers that account.

After access is restored, add more than one sign-in method if your school permits it. Microsoft recommends having three methods so replacing or losing one device does not lock you out.^4^

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References

1. Transfer Microsoft Authenticator account entries to a new phone
2. How to add your accounts to Microsoft Authenticator
3. Manage user authentication methods for Microsoft Entra multifactor authentication
4. Sign in to your work or school account using two-step verification