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Problem Summary
A user needs to configure Multi-Factor Authentication (MFA) on a new mobile device using the Microsoft Authenticator app.
Environment
- Microsoft 365 (MCC accounts)
- Microsoft Authenticator mobile app (iOS and Android)
- Desktop or laptop computer with internet access
- Users: Faculty, Staff, and Students utilizing MFA
Issue
When you get a new mobile device, you have to set up Microsoft Authenticator again. Just logging into the authenticator on your new device will not work. Specific steps have to be taken to connect the new phone to the system correctly. This is best done while you still have the old device as you may have to use the old device to authenticate to set up the new device. If you do not have the old mobile device and do not have another way to authenticate you will have to contact Technical Support to help you set up the Authenticator again.
Resolution
Step 1: Prepare Your New Device
- Download and install the Microsoft Authenticator app from the App Store (iOS) or Google Play Store (Android) on your new mobile device.
Step 2: Access Security Settings on Your Computer
- Open a web browser and go to: ​https://myaccount.microsoft.com
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- Sign in using your MCC credentials.
- If Authenticator is your only MFA method:
- Approve the sign-in using your old mobile device (via push notification or one-time passcode).
- In the Security section, click Update info.
Step 3: Add a New Sign-In Method
- Locate the authentication methods list.
- Click Add sign-in method (top left).
- Select Microsoft Authenticator from the dropdown list.
- Click Next on the setup screens until a QR code appears.
Step 4: Configure the Authenticator App on Your New Device
- Open the Microsoft Authenticator app on your new device.
- Allow permissions for:
- Push notifications
- Camera access
- If needed, tap Add work or school account.
- Tap Scan QR code.
- Use your phone to scan the QR code displayed on your computer screen.
- Tap Allow to enable notifications.
Step 5: Verify and Complete Setup
- On your computer, click Next.
- A test MFA push notification will be sent to your new device.
- Approve the notification on your new device.
- Confirmation will appear on your computer screen.
- Click Next to complete setup.
Expected Result
The Microsoft Authenticator app is successfully configured on the new mobile device and can be used for MFA authentication.
Cause
This process is required when:
- A user replaces or upgrades their mobile device
- The Authenticator app is not installed on the new device
- MFA must be reconfigured for secure access
Additional Information
- It is recommended to keep the old device active until the new device setup is confirmed.
- Users may optionally remove the old device from their authentication methods after successful setup.
- If the old device is unavailable, additional support may be required to reset MFA.
Support Contact
For further support, contact Employee Technical Support, Monday through Friday, 8:45 AM to 4:45 PM:
📞 (585) 292-TECH (8324)
Keywords
MFA, multi-factor authentication, Microsoft Authenticator, new phone, mobile device setup, QR code, MFA reset, myaccount.microsoft.com, authentication methods