If you set up a backup method, like a phone number or another device, use it to sign in and register the new phone. If not, your Microsoft 365 administrator can reset your multi-factor methods so you can set up the authenticator on the new phone.
Common causes
Authenticator wasn't moved
Switching phones doesn't automatically move work accounts in the authenticator app.
No backup method
Without a second sign-in method, you can't verify yourself.
Lost or stolen phone
A missing phone also means someone else may have it.
How to fix it, step by step
- 1
Try another sign-in method
At the sign-in prompt, choose "Sign in another way" to use a text, call, or another device.
- 2
Register the new phone
Once signed in, go to My Sign-Ins (mysignins.microsoft.com) > Security info to add the authenticator on your new phone.
- 3
Ask your administrator to reset MFA
If no backup method works, an admin can require you to register MFA again.
- 4
Remove the old device
Delete the old phone from your security info, especially if it was lost or stolen.
- 5
Add a backup method
Set up a second method so this doesn't lock you out again.
When to call a technician
If you're locked out and don't know who your Microsoft 365 administrator is, we can help — and set up backup methods for everyone so a lost phone doesn't stop work.
On-site support across Orange County · see our IT support, managed IT, Microsoft 365 support and cybersecurity services.
Frequently asked questions
Can I move Microsoft Authenticator to a new phone?
Personal accounts can be backed up and restored. Work accounts usually need to be registered again on the new phone.
What if my phone was stolen?
Ask your administrator to remove the old device and revoke sessions, and change your password.
Should we turn off MFA to avoid lockouts?
No. MFA blocks most account takeovers. Set up backup methods instead.