MFA & Verification Issues

Fix OneDrive Sign In Error After Changing Phones or Authenticator

John Wilson Sep 29, 2026 868 views

Question details

The user is unable to sign in to their OneDrive work or school account because authentication requests are being sent to a Microsoft Authenticator app on an old or inaccessible device.

How to Fix OneDrive Sign-In Issues After Changing Phones or Authenticator Devices

Product: Microsoft OneDrive and Microsoft Authenticator
Device & OS: not provided
Scenario: Attempting to log into a OneDrive work or school account on a new device after changing smartphones.
Observed behavior: Sign-in fails because the multi-factor authentication (MFA) number matching or approval prompt is sent to the old device, preventing access to the account and files.

Before you start

Ensure you have your new smartphone ready and check if you previously set up any alternative verification methods, such as SMS or email, by clicking 'I can't use my Microsoft Authenticator app right now' during sign-in.

Solution 1Recommended

Request an MFA Reset from Your IT Administrator

This is the primary and most effective method for work or school accounts. Your organization's IT admin must clear the old device's MFA registration so you can configure the new one.

Work and school accounts are managed via Microsoft Entra ID by your organization. Standard users cannot bypass MFA if they lose access to their primary authenticator device and have no backup methods.

Contact your IT Help Desk

Reach out to your organization's IT department, Help Desk, or Microsoft Entra administrator.

Request MFA Re-registration

Ask the administrator to 'Require re-register MFA' or revoke existing MFA sessions for your specific account.

Sign in to OneDrive

Once the admin confirms the reset, open OneDrive on your computer or browser and attempt to sign in again.

Configure the New Phone

You will be prompted to set up Microsoft Authenticator again. Open the Authenticator app on your new phone and scan the provided QR code on your screen.

Request an MFA Reset from Your IT Administrator

Setup Complete: Once the new QR code is scanned, your new device will be successfully linked, and you will receive all future OneDrive sign-in prompts on your new phone.

Solution 2

Contact Microsoft Support for Account Recovery (Sole Admins Only)

Use this solution if you are the only administrator for your organization's Microsoft 365 tenant and cannot reset your own MFA settings.

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Frequently Asked Questions

Can I transfer Microsoft Authenticator to a new phone without the old one?

If it is a work or school account and you haven't set up alternative backup methods (like phone number or alternate email verification), you cannot transfer it yourself. You must contact your IT administrator to require MFA re-registration.

Why am I not getting the number matching prompt on my new phone?

The authentication requests are still being routed to the device that was originally registered with your account. Until the old device is removed from your organization's Microsoft Entra ID settings, the new phone will not receive the prompts.

Can forum moderators or standard Microsoft support agents reset my MFA?

No, standard forum moderators and general support agents do not have the authorization to change authentication methods, bypass MFA, or reset passwords. Only your organization's IT admin or the Microsoft Data Protection team (for sole admins) can assist with this.

Login & Account Issues