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How do I add Authenticator to my new phone

Abrielle Cheatum 0 Reputation points
2025-11-06T02:13:27.51+00:00

I recently got a new phone and am unable to sign into my Outlook email and my Authenticator app for school. Whenever I try to sign in it sends a code to my Authenticator app, however I cannot access the code without being signed in. I can’t sign in through the Authenticator app either because it’s telling me the same thing even when I’m on the same app and it’s an ongoing loop without a solution.

Microsoft 365 and Office | Install, redeem, activate | For education | Other
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  1. Jeanie H 8,090 Reputation points Microsoft External Staff Moderator
    2025-11-06T05:47:39.98+00:00

    Dear @Abrielle Cheatum, 

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

    According to your issue, I understand you are unable to get the two-factor authentication (2FA) code from the Microsoft Authenticator app after switching to a new device.  

    • If you still have access to your previous phone, try opening the Authenticator app there. You may be able to retrieve a verification code or approve the sign-in request.   
    • Or use an alternative verification method, select “I can’t use my Microsoft Authenticator app right now.” This may allow you to verify your identity via SMS or email, assuming those backup methods were previously set up.  

    If the above methods don’t work, as you mentioned "school", are you an end-user account in school? 

    If in this case, since your email is a school account, your company IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device. As general Microsoft Support, I do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn    

    If you’re unsure who the IT Admin is within your school account's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support

    If any step is unclear, or you get stuck - even a little - please reply and I’ll guide you through it. Of if I've misunderstood your situation, please help me provide more so I can assist you better. 

    Looking forward to your response! 

    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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