How to Add a Work Account to Microsoft Authenticator After Changing Phones
Question details
The user needs to regain access to their Microsoft work account via the Authenticator app after switching to a new phone, especially when the old device is lost or damaged.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Changing phones due to upgrade, loss, or damage while MFA is still linked to the old device.
- Observed behavior
- The user is unable to approve sign-in requests because the Authenticator app on the new phone does not yet have the work account linked and authenticated.
Ensure you know your work account email and password, and check if you have access to any secondary authentication methods like a registered phone number for SMS.
Restore Authenticator Accounts Using Cloud Backup
Use this method if you previously enabled cloud backup in the Authenticator app on your old phone.
If you turned on cloud backup on your previous device, your account credentials are saved to your personal Microsoft account. You can recover these on your new device.
Download and open the Microsoft Authenticator app on your new iOS or Android device.
On the initial setup screen, before signing in, tap 'Begin recovery' at the bottom of the screen.
Log in using the personal Microsoft account that you used to back up your old Authenticator app.
Wait for the accounts to restore. Work and school accounts may show an 'Action required' message; tap it and follow the prompts to re-verify your identity.
Sign In Using an Alternative Verification Method
If you do not have a backup, use a secondary authentication method like SMS or email to access your account and register the new app.
Request an MFA Reset from Your IT Department
If no cloud backup or alternative verification methods are available, your IT administrator must clear your old settings.
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- 1. Download the software: Visit the official WPS Office website and download the installer for your operating system.
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Frequently Asked Questions
Can I transfer Microsoft Authenticator to a new phone without the old phone?
Yes, but only if you previously enabled cloud backup for the Authenticator app, or if you have alternative verification methods (like SMS) set up in your security profile. Otherwise, your IT admin must reset your MFA.
Why does my recovered work account say 'Action required' in the Authenticator app?
Even after restoring from a backup, Microsoft requires you to re-verify work and school accounts for security purposes. You must sign in to your organization's security settings page and scan a new QR code to activate it.
How do I back up my Microsoft Authenticator accounts for the future?
Open the Authenticator app, go to Settings, and toggle on 'Cloud backup' (for iOS) or 'Cloud Sync' (for Android). You will need to link a personal Microsoft account to store this backup securely.
What should I do if my phone was stolen and my Authenticator is linked to it?
Immediately contact your organization's IT department. They can revoke the MFA tokens associated with your stolen device to prevent unauthorized access, and prompt a fresh MFA setup for your new phone.
