Moving Microsoft Authenticator to a New Phone

Moving Microsoft Authenticator to a New Phone

Guidance for Staff

Microsoft Authenticator is used to help keep your account secure. If you change your mobile phone, you may need to move or re‑set Authenticator to avoid problems signing in from home.

If you still have your old phone

This is the easiest option.

  1. On your old phone
- Open **Microsoft Authenticator**
- Go to **Settings**
- Turn on **Cloud Backup**
    - Sign in with a **personal Microsoft account** (e.g. Outlook.com, Hotmail.com)
    - This account is *only* used to back up Authenticator
  1. On your new phone
- Install **Microsoft Authenticator**

(Make sure it’s from Microsoft Corporation * – avoid paid look‑alike apps)*

- Open the app and choose **Restore from backup**
- Sign in with the **same personal Microsoft account**
- Your work account should automatically reappear
  1. Remove your old phone
- Once the new phone is working, **remove your old phone from Authenticator**
- This prevents anyone else being able to approve sign‑ins using that device
- You can do this either:
    - In the **Microsoft Authenticator app** on your old phone, or
    - Via your account security settings when prompted during sign‑in

✅ You should now be able to approve sign‑ins safely using your new phone.

If you no longer have your old phone

(for example: phone lost, broken, or wiped)

  1. On a computer, go to:

https://passwordreset.microsoftonline.com

  1. Sign in with your school username and password
  2. Follow the prompts to set up a new verification method
  3. When asked, install Microsoft Authenticator on your new phone and approve the setup

If you cannot complete this process, log a Service Desk ticket and explain that you need MFA reset due to a phone change.

Important things to note

  • Authenticator is usually only required outside of school
  • Changing phone without updating Authenticator may prevent you from signing in at home
  • Only install Microsoft Authenticator by Microsoft Corporation
  • Do not pass your old phone to someone else until Authenticator has been removed

Need help?

If you are stuck or see repeated sign‑in errors, please log a ticket with the Service Desk and include:

  • That you have a new mobile phone
  • Whether your old phone is still available
  • Any error message shown on screen