MFA & Verification Issues

How to Set Up Microsoft Authenticator on a New Phone Without the Old Device

Khadija Khan Sep 29, 2026 869 views

Question details

The user needs to configure Microsoft Authenticator on a new mobile device but no longer has access to the old device previously used for multifactor authentication.

How to Set Up Microsoft Authenticator on a New Phone Without Your Old Device

Product: Microsoft Authenticator / Microsoft 365
Device & OS: not provided
Scenario: Upgrading or replacing a mobile phone used for school or work Microsoft 365 accounts without transferring the MFA credentials first.
Observed behavior: The user is locked out of their account because MFA sign-in prompts are being sent to the old, inaccessible device, preventing registration of the new phone.

Before you start

Check if you have previously set up alternative verification methods, such as an SMS phone number, secondary email, or saved backup codes, before contacting your IT administrator.

Solution 1Recommended

Use an Alternative Verification Method to Log In

Use this solution if you previously configured a backup email, phone number, or security key for your Microsoft account.

If you set up an alternative sign-in method before losing access to your old phone, you can bypass the Authenticator app prompt and register your new device yourself.

Access the sign-in page

Go to the Microsoft 365 login portal on your computer and enter your email address and password.

Select alternative sign-in

When prompted for the Authenticator code, click on 'Sign in another way' or 'I can't use my Microsoft Authenticator app right now'.

Verify your identity

Select an available backup method from the list, such as a text message (SMS) code or an alternate email address, and complete the verification.

Update Security Info

Once logged in, click on your profile picture, go to 'View account' > 'Security info', and select 'Add sign-in method' to register your new phone. Be sure to delete the old device from the list.

Use an Alternative Verification Method to Log In

Backup Recommended: Once you register your new phone, always ensure you have at least two verification methods active to avoid future lockouts.

Solution 2

Contact Your IT Help Desk for an MFA Reset

Use this solution if no backup verification methods were set up and you are completely locked out of your school or work account.

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1. Download and install: Visit the official WPS Office website to download the free suite for your Windows, Mac, or mobile device.
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3. Edit without barriers: Continue your work immediately without needing to pass through complex multifactor authentication prompts.

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Frequently Asked Questions

Can I recover Microsoft Authenticator without a backup?

If you did not enable cloud backup on your old device or set up alternative sign-in methods like an SMS number, you cannot recover the account yourself. You must contact your school or workplace IT administrator to reset your MFA settings.

How do administrators reset MFA for a user?

Administrators can log into the Microsoft Entra admin center, navigate to Users > All users, select the specific user, and click 'Require re-register multifactor authentication' under the Authentication methods menu.

Does Microsoft Authenticator backup transfer between different operating systems?

No, Microsoft Authenticator backups are tied to the operating system's native cloud (iCloud for iOS and Google Drive for Android). Moving from an Android to an iPhone (or vice versa) requires manually setting up your accounts on the new device.

How do I prevent getting locked out of Authenticator in the future?

Always set up at least two verification methods in your Security Info page, such as an SMS phone number and the Authenticator app. Additionally, turn on the 'Cloud Backup' feature within the Authenticator app settings before changing devices.

Login & Account Issues