Move Microsoft Authenticator to a new phone

Your work account's MFA is tied to the Authenticator app on a specific phone. Use this article when you're upgrading or replacing your phone, so you can keep signing in to Microsoft 365 without interruption.

Important

Keep your old phone working until the new one is fully set up. Don't wipe, reset or trade in the old phone until you've approved a sign-in on the new one.

Before you swap phones

Have both phones charged and connected to the internet.
Have a computer handy, signed in to Microsoft 365.
If you use a backup in the Authenticator app (iCloud on iPhone, or your personal Microsoft account on Android), be aware that restoring it on a new phone often brings across your accounts, but work accounts usually still need to be verified again before they'll work. Plan to do the steps below either way.

Add the new phone

On the new phone, install Microsoft Authenticator from the App Store or Google Play.
On your computer, go to mysignins.microsoft.com/security-info and sign in. Approve the sign-in on your old phone if asked.
Select Add sign-in method, choose Microsoft Authenticator, and follow the prompts until a QR code appears.
In the app on the new phone, tap +, choose Work or school account, then Scan a QR code.
Approve the test notification on the new phone.

The full first-time process is in set up Microsoft Authenticator.

Remove the old phone

Back on the Security info page, check the new phone is listed.
If your organisation's settings let you, set the new Authenticator as your default sign-in method. The wording may vary slightly.
Find the entry for your old phone and select Delete.
Sign out and back in to test that the prompt arrives on the new phone.

Once that works, you can reset the old phone. Removing the work account from the old app first is a good habit.

Microsoft's guidance is on the Microsoft Support site.

If your old phone is already gone

If the old phone has been wiped, lost or traded in, you won't be able to approve sign-ins to add the new one. Contact the service desk and we'll help you re-register after verifying your identity. If the phone was lost or stolen, call 1300 079 636 and see lost or stolen device.

Still stuck?

If the new phone isn't receiving prompts, log a ticket from your computer and we'll sort it out.