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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

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Posted on by JE-20081519-0

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Hi:

I had to get a replacement phone, yesterday, because my previous one was in danger of catching on fire.

Of course, the one "file" that didn't transfer from the old phone is my Microsoft Authenticator settings.

I installed the Microsoft Authenticator app, on my new phone. My client environments' two-step authentication doesn't work, without my telling them to send me a text on my phone.

And, my CDX environment doesn't prompt me at all.

How do I fix Microsoft Authenticator on my new phone?

Thanks!

John

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Dynamics 365 Business Central

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Mansi Soni 8,876 Super User 2025 Season 2 on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

Hello John,

If you still have access to your old phone, open the Microsoft Authenticator app, go to Settings by tapping the three dots in the top-right corner, and ensure that cloud backup is enabled (iCloud for iPhone or OneDrive for Android). Then, on your new phone, install the Microsoft Authenticator app and, when prompted, choose to restore from backup using the same Microsoft account. This will restore your previously saved accounts.

However, if you no longer have access to your old phone and backup was not enabled, you’ll need to manually reconfigure the authenticator for each account. To do this, sign in to each account using an alternate method such as SMS or email verification, then navigate to the security settings, disable the existing two-factor authentication (2FA) method, and re-enable it by scanning a new QR code with the Authenticator app on your new phone.

Hope this answer will help you!

Regards,
Mansi Soni

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JE-20081519-0 2,896 on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

@Mansi Soni

It's not letting me disable the existing two-factor authentication (2FA) method or re-enable by scanning a new QR code with the Authenticator app on the new phone.

I'm basically stuck in a loop.

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Mohamed Amine Mahmoudi 26,325 Super User 2025 Season 2 on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

Hi @JE-20081519-0,

I think you need to use your phone number to disable the existing two-factor authentication (2FA) and then re-enable it.

Best regards,

Mohamed Amine MAHMOUDI

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Gerardo Rentería Ga... 23,574 Most Valuable Professional on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

Hi, good day
I hope this can help you, and give you some hints.

How to Move Microsoft Authenticator to a New Phone

How can I transfer my Microsoft Authenticator app to a new device without losing my configured data? - Microsoft Q&A

Best Regards
Gerardo

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Mansi Soni 8,876 Super User 2025 Season 2 on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

Hii @JE-20081519-0,

If you have already enabled backup in your old phone then try using Begin Recovery Option in Microsoft Authenticator App in your new phone.

Hope it might helpful you to resolve it!

Regards,
Mansi Soni

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Sohail Ahmed 11,087 Super User 2025 Season 2 on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

Hi John,

To restore access to environments on your new phone with Microsoft Authenticator, follow these steps:

1. Recover from Backup (if enabled):

Open Microsoft Authenticator on your new phone.

Sign in using the same Microsoft account used on your old phone.

It will offer to restore your accounts from the cloud backup.

2. No Backup? Manual Recovery Required:

You’ll need to log in to each service (e.g., Dynamics 365, Azure, Microsoft 365) using alternative sign-in methods like SMS or email.

Once logged in, go to My Account > Security Info and remove the old authenticator.

Then add your new Authenticator app by scanning the QR code.

3. For CDX or other test tenants, if no alternative method is enabled, you might need admin help to reset MFA from the tenant’s Azure Active Directory.

If this helped, please mark it as the verified answer ✅

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Mansi Soni 8,876 Super User 2025 Season 2 on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

Hii @JE-20081519-0,

Have you fixed it?

Regards,
Mansi Soni

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JE-20081519-0 2,896 on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

@Mansi Soni

@Sohail Ahmed

@Gerardo Rentería García

@Mohamed Amine Mahmoudi

Through a support ticket, I was able to contact a technical analyst with the Microsoft Program Group.

This person reset my MFA and I'm, now, able to access my CDX environment!

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Mansi Soni 8,876 Super User 2025 Season 2 on at

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Cannot Access Environments in Microsoft Authenticator App After Getting New Phone

Hello JE-20081519-0,

That's great to hear that you are able to access it now. Thanks for the update!

Regards,
Mansi Soni

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