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I lost access to my Microsoft Authenticator for my university account after switching devices.

Otto Kool 0 Reputation points
2026-05-30T10:03:12.34+00:00

I had to change devices recently and I found out that my Microsoft Authenticator App's data wasn't transfered over, the FAQ directed me here. I am writing this from the same account as my computer wasn't cut off from access.

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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  1. Demi-N 17,400 Reputation points Microsoft External Staff Moderator
    2026-05-30T10:33:28.25+00:00

    Hello @Otto Kool,

    Thank you for posting your question in the Microsoft Q&A Forum.  

    Based on your description, the issue occurs because your Microsoft account is protected by Multi-Factor Authentication (MFA). Since your account is managed by your school, Microsoft cannot directly reset or revoke your multi-factor authentication settings. This action must be performed by your school’s IT administrator.  

    Please reach out to your IT admin and request that they revoke and require re-registration of your Multi-Factor Authentication (MFA) settings. They can do this by following these steps:  

    • Signing in to the Microsoft Entra Admin Center  
    • Navigating to Users > Your Account > Authentication methods  
    • Selecting Require re-register MFA  

    Once this is completed, you will be prompted to set up MFA again during your next login, allowing you to configure Microsoft Authenticator on your new device.User's image

    If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support  

    User's image

    Please contact your school’s IT team as soon as possible, as they are the only ones who can perform this reset. Once they have completed the process, try signing in again and let us know if you need further guidance.  

    Best regards,  

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

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  2. AI answer

    2026-05-30T10:03:22.5666667+00:00

    To continue using the university (work or school) account after losing access to Microsoft Authenticator on the old device, the authentication methods must be reset and the account re-registered for MFA.

    Since the account is a university/work or school account, the reset cannot be done directly in the app; it must be done by the organization’s IT/admin team:

    1. Contact the university’s IT help desk or Microsoft 365/Microsoft Entra administrator and explain that the phone was changed and the Microsoft Authenticator app can no longer be used.
    2. Ask them to clear/reset the MFA/authentication methods for the account in Microsoft Entra Admin Center (they can use the “Require re-register multifactor authentication” option on the user account).
    3. After they reset MFA, sign in again on the new device. The sign-in flow will prompt to set up Microsoft Authenticator from scratch (scan a QR code or follow the instructions provided by the university system).
    4. If there is any alternative method already configured (such as office phone, SMS, or email), use “Sign in another way” at the MFA prompt to get in once, then immediately update the security info and re-add Microsoft Authenticator.

    If no alternative method exists and the account is locked behind Authenticator only, the university’s IT help desk is the only path to reset MFA for that work/school account.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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