Summary

This guide helps you troubleshoot and resolve: How to Fix Microsoft Authenticator App Not Showing Codes on Your New Phone After a Device Upgrade. Follow the steps below to fix the issue.

Common Causes

How to Fix Microsoft Authenticator App Not Showing Codes on Your New Phone After a Device Upgrade

Upgrading your smartphone can affect your Microsoft Authenticator setup. Because your multi-factor authentication (MFA) codes are tied to your specific device, simply installing the app on a new phone does not automatically restore your accounts. You will need to re-add your Microsoft account and verify your identity before you can generate codes again.

Before you begin

Ensure you have access to an alternative verification method, such as a text message to your mobile number or an email to your recovery address. You will need this to sign in if you no longer have your old phone.

Quick Fix Steps

1. Install Microsoft Authenticator from the App Store or Google Play Store on your new phone.
2. Open a web browser on your computer and sign in to your Microsoft account security page using an alternative verification method if needed.
3. Remove the old device from your security info and add the new phone using the Authenticator app.
4. Scan the QR code displayed on your computer screen with your new phone.
5. Approve the test notification to complete the setup.

Detailed Instructions

1. Install Microsoft Authenticator

Download the official Microsoft Authenticator app on your new device:

• iPhone users: Open the App Store, search for Microsoft Authenticator, and tap Get.
• Android users: Open the Google Play Store, search for Microsoft Authenticator, and tap Install.

2. Access Your Microsoft Security Settings

On your computer, open a web browser and go to the Microsoft account security page. Sign in with your email address and password. If you are prompted for a code and cannot access your old phone, select I don't have my authenticator app or Use another verification option to sign in via SMS, email, or an alternative method.

3. Remove the Old Phone and Add the New One

1. Once signed in, navigate to the Security info section.
2. Locate your old phone listed under the Authenticator app and select Delete or Remove. Confirm the action when prompted.
3. If your old phone number is listed as a verification method and you no longer have it, select Delete or Remove for that method as well.
4. Select Add sign-in method.
5. From the dropdown menu, choose Authenticator app and click Add.
6. When asked if you have the app installed, select Next.
7. Select Next again to display a QR code on your screen.

4. Scan the QR Code

1. Open Microsoft Authenticator on your new phone.
2. Tap the + (plus) icon or Add account.
3. Choose Work or school account.
4. Select Scan QR code and point your camera at the code shown on your computer screen.
5. Your account will appear in the app with a six-digit code that refreshes every 30 seconds.

5. Complete Verification

Back on your computer, Microsoft will send a test notification to your new phone. Open the notification and tap Approve or enter the code shown in the app to confirm the setup is working.

Troubleshooting

I Cannot Sign In Because I No Longer Have My Old Phone

If you cannot complete MFA on your old device, use an alternative verification method such as a text message to your mobile number or an email to your recovery address. Once signed in, you can remove the old authenticator device and set up your new phone. If you have no alternative methods, contact your IT administrator or Microsoft support to reset your security info.

The QR Code Will Not Scan

• Ensure your phone camera has permission to access the camera in Microsoft Authenticator.
• Clean your camera lens and hold the phone steady while scanning.
• If scanning fails, look for the Can't scan image? link on the Microsoft page to enter the code and URL manually.

Codes Are Not Generating or Are Incorrect

• Check that your new phone's date and time are set to Set automatically. Incorrect time settings will cause authentication codes to fail.
• Close and reopen the Microsoft Authenticator app.
• Remove the account from the app and repeat the setup process from step 3.

If you are still unable to restore your authenticator codes or access your Microsoft account, Open a Ticket with 220 Internet Services support.

Still Having Issues?