Wrong Phone number

Question

I can't login to Sales force because I changed my number and now it won't let me change it.

Answer 1

Ask your Salesforce System Administrator or help desk to disconnect/reset the MFA verification method associated with your old phone so that Salesforce prompts you to register the new phone. ^1^

What to request

Send your administrator this message:

My Salesforce MFA method is linked to my previous phone or phone number. Please disconnect/reset my Salesforce Authenticator or one-time-password registration so I can enroll my new phone.

The administrator should remove the existing authenticator registration for your Salesforce user. At your next login, Salesforce should present the MFA setup process, allowing you to connect the new phone or scan a new QR code. ^2^

If another verification method appears on the Salesforce sign-in screen and you can use it:

1. Select the alternative verification method.
2. Sign in.
3. Open your Salesforce personal settings.
4. Register the new authenticator method before removing the old one.

Microsoft Authenticator backup

If Salesforce was stored in Microsoft Authenticator as a rotating six-digit code, restoring an eligible third-party account backup can restore that code. However, restoring an app backup is different from resetting the MFA registration owned by Salesforce. If the restored code is unavailable or rejected, the Salesforce administrator reset remains the recovery route. ^3^

If you actually see a Microsoft work or school sign-in page before Salesforce, Salesforce may be using Microsoft Entra single sign-on. In that case, select Sign in another way if available. If no working method exists, contact your organization’s Microsoft 365/Entra administrator and request an MFA reset and re-registration on the new phone. ^4^

Do not post your old or new phone number here; neither forum moderators nor community members can modify your Salesforce or Microsoft account authentication settings.

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References

1. Resolve MFA Access Issues for Your Users (Salesforce Orgs)
2. Troubleshoot Multi-Factor Authentication Issues with Salesforce
3. [Android](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#what-information-is-restored-in-authenticator)
4. Unable to log into Authenticator app - Microsoft Q&A