So you have a new phone, or are about to get a new phone. What do you need to do to keep access to Microsoft Authenticator?
What you need to do if you are getting or have a new phone depends slightly on the circumstances. Please go to the fitting section of the article for directions for your specific circumstance. The most important thing to note is that backing up your account does not work. You will need to set up your new phone as a secondary MFA method before you get rid of your old phone. You could also set up a third device, such as an iPad or tablet, if you will not have both devices at once.
I am going to get a new phone. What do I do?
> I'm going to a store to get a new phone
While transferring data from your old phone to your new phone, be sure to follow this article to set up the authenticator on your new phone before giving the store your old phone.
> The new phone is being mailed to me.
Before you get rid of your old phone, follow this article to set up the authenticator on your new phone.
I have a new phone, and still have my old phone. What do I do?
If you still have access to your old phone, setting up the authenticator is easy. Follow the directions in this article to set up your new phone.
I have a new phone, but DO NOT have my old phone. What do I do?
> I have an iPad set up with the authenticator
Use your iPad to help set up your phone. You should be able to follow the directions in this article.
> My old phone was my only authenticator
You will need to call or visit ITS to verify your identity, and they can help you set up your new phone.
- Have your A number ready if you call
- If possible, have both your new phone AND a laptop or iPad. This isn't necessary, but it makes the process easier!
- Have a photo ID (Norwich ID, driver's license, etc) if you visit us in person
- Our location, phone number, and hours are listed here
I lost my phone, and I don't have a new phone yet
> I have an iPad/tablet set up with the authenticator
You should be able to use your iPad or tablet as an authenticator until you receive your new phone. If it's having issues, call or visit us. We need to verify your identity before we can help set up the iPad or tablet with the authenticator.
- Have your A number ready if you call
- If possible, have both your new phone AND a laptop or iPad. This isn't necessary, but it makes the process easier!
- Have a photo ID (Norwich ID, driver's license, etc) if you visit us in person
- Our location, phone number, and hours are listed here
> My old phone was my only authenticator, but I have an iPad/tablet
We can set up your iPad or tablet to be your Authenticator while we wait for your new phone! You will need to call or visit us, because before we can help you set it up, we need to verify your identity.
- Have your A number ready if you call
- If possible, have both your new phone AND a laptop or iPad. This isn't necessary, but it makes the process easier!
- Have a photo ID (Norwich ID, driver's license, etc) if you visit us in person
- Our location, phone number, and hours are listed here
> My old phone was my only authenticator, and I have no other devices to use as an authenticator
Contact us immediately! We can help, but we will need to talk to discuss possible options.