question

Gabbycarroll-5692 avatar image
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Gabbycarroll-5692 asked JamesTran-MSFT answered

New Phone with no access to old phone, how do I complete transfer ?

I damaged my old phone and as a result, got a replacement. I was unable to receive a QR code to transfer over the authenticator 2 step process. I need this to log into my school homepage and I don't see anywhere online about how to solve this issue. I need the URL/ code or just a QR code but since I don't have access to my old phone and the backup failed I can't get either of those, help me, please.

microsoft-authenticatorazure-ad-authenticationazure-ad-pass-through-authentication
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DSPatrick avatar image
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DSPatrick answered

Sounds like you'll need to contact the school's admin to reset the account.

--please don't forget to upvote and Accept as answer if the reply is helpful--



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JamesTran-MSFT avatar image
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JamesTran-MSFT answered

@Gabbycarroll-5692
Thank you for your post! Since you don't have access to your old phone and your backup failed, you can try to treat this issue as a "lost phone" scenario.


Q: I lost my device or moved on to a new device. How do I make sure notifications don't continue to go to my old device?

A: Adding Authenticator to your new device doesn't automatically remove the app from your old device. Even deleting the app from your old device isn't enough. You must both delete the app from your old device AND tell Microsoft or your organization to forget and unregister the old device.

  • To remove the app from a device using a personal Microsoft account. Go to the two-step verification area of your Account Security page and choose to turn off verification for your old device.

  • To remove the app from a device using a work or school Microsoft account. Go to the two-step verification area of either your MyApps page or your organization's custom portal to turn off verification for your old device.

For more info -https://docs.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-faq#lost-device


If you have any other questions, please let me know.
Thank you for your time and patience throughout this issue.


Please remember to "Accept Answer" if any answer/reply helped, so that others in the community facing similar issues can easily find the solution.

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