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Authentication issue

Sam Alberts 0 Reputation points
2025-09-26T11:30:30.5333333+00:00

Since setting up my new mobile device, I can no longer authenticate two email addresses. Microsoft Authenticator does not have the usual pop up box for my to enter the number shown on screen. I can’t access my professional or university emails as a result.

Outlook | Outlook for mobile | Outlook for iOS | For education
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  1. Demi-N 9,190 Reputation points Microsoft External Staff Moderator
    2025-09-26T13:02:59.58+00:00

    Hello @Sam Alberts

     

    Thank you for reaching out and detailing the authentication issue you're experiencing. 

     

    This is a common situation when migrating to a new device, and it's usually because the new Authenticator app needs to be formally registered with your accounts. The security credentials from your old device do not automatically transfer over. 

     

    First, a quick question: Do you still have access to your old mobile device? 

    If you do, please turn it on and ensure it's connected to Wi-Fi or cellular data. Sometimes, the authentication prompts are still being sent to the old, registered device. If you receive the pop-up on your old phone, you can approve the login, access your account's security settings, and then properly register your new device. 

     

    If you no longer have your old device, please follow the specific instructions below:

    Since both your work and university accounts are managed by organizations with centralized security policies, you won’t be able to reset Multi-Factor Authentication (MFA) settings on your own. 

    Please contact your IT department or system administrator and request a reset of your MFA registration. You can explain that you’ve changed phones and need to re-register for MFA. Once reset, you’ll be able to set up the Authenticator app on your new device as if it were the first time.  

    Please have your administrator follow the steps shown in the following article:Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

    User's image

    If you need help finding an administrator, please refer to the guide below: How do I find my Microsoft 365 admin? - Microsoft Support 

     

    I hope this detailed breakdown helps clarify the necessary steps. Please let me know if you have any further questions. 

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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