New phone can’t log in

Question

I got a new phone and can’t access accounts for my work or school

Answer 1

Hello @makenna halliday

Thank you for posting your query on Microsoft Q&A.

When it comes to the Microsoft Authenticator app, if you enabled the Backup and Recovery feature you should be able to recover your account credentials, but you have to first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. To do this, you can try deleting the app from your old device AND tell Microsoft or your organization to forget and unregister the old device.

• To remove the app from a device using a personal Microsoft account. Go to the two-step verification area of your Account Security page and choose to turn off verification for your old device.
• To remove the app from a device using a work or school Microsoft account. Go to the two-step verification area of either your MyApps page or your organization's custom portal to turn off verification for your old device.

For more info - Common problems with the Microsoft Authenticator app

if you don't have access to the old phone and have no backup, you'll need to manually transfer all the accounts that you had onboarded to old phone. You'll need to access https://aka.ms/mfasetup and login with each account that you need to migrate to new phone.

After that, you'll need to click on +Add sign-in method and choose the "Authenticator" app. After that you'll notice the wizard for MFA onboarding and click next. And be aware to choose "Work or school".

https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

I hope this clarifies things. Please contact us if you have any additional questions.

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Best regards,

Sakshi Devkante