MFA & Verification Issues

Fix Microsoft Authenticator Not Sending Number Match Passkey After Phone Change

Maira Mehtab Sep 22, 2026 869 views

Question details

The user is unable to receive number matching prompts in Microsoft Authenticator on a new phone, preventing login access to work systems like Dayforce.

Product: Microsoft Authenticator
Device & OS: not provided
Scenario: Attempting to log into a work account via a new mobile device after recently switching phones.
Observed behavior: The Microsoft Authenticator app is signed in, but the required number match passkey prompts do not arrive when authenticating.

Before you start

Before proceeding, ensure your new phone has a stable internet connection and keep your old phone nearby if it has not been factory reset yet.

Solution 1Recommended

Transfer Authenticator Accounts Using Your Old Phone

If you still have access to your old device, you can use it to properly transfer or restore your multi-factor authentication setup to the new phone.

Microsoft Authenticator ties its security tokens to the physical hardware of your device. Simply logging into the app on a new phone does not automatically migrate your security tokens for work or school accounts.

Open Authenticator on Old Phone

Turn on your old device, connect it to Wi-Fi, and open the Microsoft Authenticator app.

Enable Cloud Backup

Navigate to the app's Settings menu and toggle on 'Cloud Backup' (iOS) or 'Cloud Backup' (Android) to back up your account credentials to your personal Microsoft account.

Recover on New Phone

Open the Authenticator app on your new phone, select 'Begin recovery' on the welcome screen, and sign in with the same personal Microsoft account used for the backup.

Re-verify Work Accounts

For work accounts, you may still see a prompt requiring you to scan a QR code or perform additional verification. Follow the on-screen prompts to complete the registration on the new hardware.

Work Account Restrictions: Some organizations disable cloud backup for work accounts. If your work account does not transfer, you must proceed to the next solution.

Solution 2

Contact Your IT Administrator to Reset MFA

If your old phone is unavailable, factory reset, or your organization blocks token transfers, your IT administrator must reset your MFA registration.

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Frequently Asked Questions

Why did Microsoft Authenticator stop working after I switched to a new phone?

Microsoft Authenticator ties your secure login tokens to the specific physical hardware of your device. When you move the app to a new phone, the app signs in but the security tokens do not automatically transfer, which prevents features like number matching from working until the device is officially registered.

Can I recover my work Authenticator account without my old phone?

If you do not have your old phone, you cannot independently recover a work or school Authenticator account. You must contact your organization's IT administrator or help desk to reset your multi-factor authentication methods.

How do I set up number matching in Microsoft Authenticator on a new device?

Number matching is enabled by default by your organization. To receive the prompts, your new device must be fully registered. Once your IT admin resets your MFA, log into your work portal on a computer, select 'Add sign-in method', choose Authenticator, and scan the provided QR code with your new phone.

Login & Account Issues