Account Reset

Shew, Kayla A 1 Reputation point
2022-03-11T14:59:39.07+00:00

I set up my Authenticator app on an old phone with my company’s QR code per their instruction. When trying to access the app on my new phone, I’m unable to use the same QR code. Can my account be completely reset?

Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
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  1. Dave Patrick 426.2K Reputation points MVP
    2022-03-11T15:08:43.157+00:00

    You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

    You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.
    https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

    --please don't forget to upvote and Accept as answer if the reply is helpful--


  2. Dave Patrick 426.2K Reputation points MVP
    2022-03-14T13:06:17.623+00:00

    If an account access problem then also try resetting via the account recovery form
    https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

    Use the Get Help app here to chat online with someone
    https://support.microsoft.com/ContactUs

    --please don't forget to upvote and Accept as answer if the reply is helpful--

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