Audience
Central Piedmont students, faculty, and staff.
Task
A Central Piedmont user obtains a new device and needs to reactivate their Microsoft Authenticator on that new device.
There are multiple scenarios that a user may fall into. Please follow the scenario that best fits your current situation.
Prerequisites for Microsoft Authenticator Accounts
1. The new device is in hand.
2. The old device that was previously used for Microsoft Authenticator is also in hand and has not been factory reset. (For users with NEW phone numbers only.)
3. Microsoft Authenticator backup is connected on the new device: Back up account credentials in Microsoft Authenticator
Solutions
New device with same phone number:
Solution: If your phone number has remained the same on your new device, you can use this option to verify your identity and set up Microsoft Authenticator on your new phone. During the setup process, select "Use phone number" and follow the prompts to enter your phone number and receive a verification code.
New device has NEW phone number:
Solution If the phone number you have registered for Microsoft MFA has changed, you MUST have your previous device to gain access to your Microsoft account to update your device information in the Security Info tab of your Microsoft "My Account" page. For a step-by-step guide, follow the instructions in this article: Add or Remove MFA Methods from your Account Settings
User does not have access to account backup OR has switched devices types:
Solution: You can only backup and restore on the same device type: i.e. accounts backed up using an iOS device cannot be restored on an Android device. If this is the case, or you do not have access to a backup account to restore Microsoft Authenticator credentials, please contact the ITS Service Desk to have your authentication reset and then follow the instructions for Setting up Microsoft Authenticator.
*Note that if a Yubikey has been set up, it will not reset that, MS will not prompt for More information, instead it will automatically ask to authenticate with Yubikey.
Outcome
The new device will be registered and activated with Microsoft Authenticator.