MFA & Verification Issues

How to Fix Microsoft Authenticator Notifications Going to an Old Phone

Steve K Sep 29, 2026 869 views

Question details

The user needs to route Microsoft Authenticator sign-in approvals to a new phone instead of an old device for their university account.

How to Fix Microsoft Authenticator Notifications Going to an Old Phone

Product: Microsoft Authenticator
Device & OS: not provided
Scenario: Setting up a new phone for university or work account multi-factor authentication (MFA).
Observed behavior: Sign-in approvals and MFA prompts continue to be sent to the old device, blocking access on the new phone.

Before you start

Check if you have an alternative authentication method set up (like an SMS number, alternative email, or a saved recovery code) before proceeding.

Solution 1Recommended

Use an Alternative Authentication Method

If you have a backup sign-in method configured, you can bypass the old phone and register your new device immediately.

Many university and work accounts allow users to set up multiple verification methods. If you previously added a phone number or secondary email, you can use it to verify your identity and configure the Authenticator app on your new device.

Install Microsoft Authenticator

Download and install the Microsoft Authenticator app from the App Store or Google Play Store on your new phone.

Add your account

Open the app, tap the '+' icon or 'Add account', and select 'Work or school account'.

Sign in with an alternative method

Enter your university email and password. When prompted for the Authenticator approval, click 'Sign in another way' or 'I can't use my Microsoft Authenticator app right now'.

Verify and register

Select your backup method (such as text message or email verification). Enter the code you receive to finish registering your new phone.

Use an Alternative Authentication Method

Backup your credentials: Once logged in, consider enabling cloud backup in the Authenticator settings to make future device transitions easier.

Solution 2

Contact Your University IT Help Desk

If you do not have a backup authentication method, an administrator must manually reset your MFA sessions.

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Frequently Asked Questions

Why is my Authenticator still pinging my old phone?

Your university account is still registered to the specific hardware ID of your old phone in your organization's Microsoft Entra admin center. Until the device is removed or replaced, the system will keep routing prompts there.

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

Yes, but only if you previously enabled Cloud Backup on the old phone and linked it to a personal Microsoft account, or if you have an alternative verification method set up (like SMS). Otherwise, an IT admin must reset your account.

How do I permanently remove my university account from the old phone?

Once you regain access to your account using the new phone, log in to your Microsoft account Security Info page on a web browser. Find your old device in the list of authentication methods and click 'Delete'.

Login & Account Issues