How to update your MFA method when changing your mobile phone

Summary

This guide helps you troubleshoot and resolve: How to update your MFA method when changing your mobile phone. Follow the steps below to fix the issue.

Common Causes

When upgrading to a new mobile phone, it is critical to migrate your Multi-Factor Authentication (MFA) settings before wiping your old device. If you lose access to your primary MFA method, you may be locked out of your business account and require a manual identity verification process to regain access.

Preparing Your Old Device

If you still have access to your old smartphone, the process is significantly simpler. Microsoft Authenticator allows you to back up your credentials to the cloud, making the transition seamless.

Enabling Cloud Backup

1. Open the Microsoft Authenticator app on your old device.
2. Tap the three-dot menu (Android) or the hamburger menu (iOS) and select Settings.
3. Scroll down to the Backup section.
4. Toggle Cloud Backup (iOS) or Cloud Backup (Android) to On.
5. Ensure you have a personal Microsoft account linked to perform the backup.

Setting Up Your New Device

Once the backup is complete on your old phone, you can activate the service on your new hardware.

Restoring Your Accounts

1. Download and install Microsoft Authenticator from the App Store or Google Play Store.
2. Open the app and select Begin Recovery on the home screen.
3. Sign in using the personal Microsoft account used for the backup on your old device.
4. The app will restore your account list. You may be prompted to re-verify your identity for specific business accounts for security reasons.

Updating MFA Methods Manually

If you do not have access to your old device or did not enable cloud backup, you must manually update your security information via the Microsoft web portal.

Updating Security Info

1. On a computer, navigate to https://mysignins.microsoft.com/security-info.
2. Sign in with your business credentials.
3. Locate the Security info list and click + Add sign-in method.
4. Select Authenticator app from the dropdown menu and click Add.
5. Follow the on-screen prompts to scan the QR code using the app on your new phone.
6. Once the new device is verified, select the old device from the list and click Delete to remove it.

Troubleshooting Common Issues

QR Code Not Scanning

• Ensure your phone camera has permission to access the app.
• Increase the brightness on your computer monitor to help the camera recognise the code.
• Check that you are connected to a stable internet connection on both devices.

"Account Not Registered" Errors

This typically occurs when the cloud backup was not completed or the wrong personal account was used for recovery. In this instance, you will need to have your MFA session reset by an administrator.

If you are unable to log in to the security portal because you no longer have your old phone, please Open a Ticket so our team can verify your identity and reset your MFA settings.

Still Having Issues?