Authentication error after switching phones

Hi @Liam Wilson

Thank you for reaching out. We understand that you’re not receiving push notifications from the Microsoft Authenticator app after migrating to your new phone. 

Please follow the steps below to fix the issue: 

Sign in with a backup method 

• Visit https://myaccount.microsoft.com/security-info and sign in to your account. 
• If you're asked for an Authenticator code you don’t have, click Sign in another way to use email, text, or another available method. 

Remove the old Authenticator setup 

• On the Security info page, find Microsoft Authenticator (or Authenticator app) in your list of sign-in methods. 
• Click Delete or Remove next to it, then confirm the deletion to clear any stale device associations. 

Re-add Microsoft Authenticator on your new phone 

• On the same page, click Add method and choose Authenticator app. 
• When the QR code appears, open the Authenticator app on your new phone. 
• Tap Add account > Work or school account > Scan QR code. 
• Scan the QR code on your screen. 

Verify with a test notification 

•  Back in the Security info page, click Send me a notification.  
• You should now receive the approval prompt instantly on your new phone. 

If these steps don't work, it's possible your organization has specific restrictions in place. In that case, the best solution is to contact your company's IT support team. They will be able to reset your two-factor authentication settings for you. 

For future reference or to manage all your MFA preferences, your IT team can visit the Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication 

I know this process can take a few minutes, but it will give you the best chance of restoring access to your account. If you need any help or aren’t sure which type of account you’re using, feel free to reply to this email. I’m happy to assist.

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