1. Overview
This article provides instructions for users who need to reset their Microsoft Authenticator app due to a new mobile device, accidental app deletion, or a synchronisation error.
IMPORTANT: To maintain security, you must have at least one active verification method to perform a self-service reset. If you have no other way to sign in, proceed to Section 3: Requesting an Admin Reset.
2. Self-Service Reset (I have access)
Use these steps if you still have your old phone, or if you have a backup method (like a hardware key or SMS) configured.
Step-by-Step Instructions:
-
Access Security Info: Navigate to https://mysignins.microsoft.com/security-info on a laptop or desktop.
-
Authenticate: Sign in using your existing credentials and secondary verification method.
-
Remove Old Device: Locate the Microsoft Authenticator section. Click Delete next to the device you no longer wish to use.
-
Register New Device: * Click + Add sign-in method.
-
Select Authenticator app from the dropdown menu.
-
Install the app on your new mobile device and follow the on-screen prompts to scan the provided QR Code.
-
-
Test: Complete a test "Approve" notification to ensure the link is active.
3. Administrative Reset (I am locked out)
If you cannot bypass the MFA prompt to reach the settings page, an administrator must trigger a re-registration.
If UpTime is your Microsoft 365 provider, we can reset your MFA for a small fee. See our helpdesk fees page.
Alternatively, you can contact Microsoft Data Protection support. You will need to provide proof of domain ownership and this process may take a few business days.
If you can access 365 Admin, please follow these steps:
-
Log in to the Microsoft Entra admin center.
-
Go to Users > All users and select the user.
-
Select Authentication methods from the left-hand menu.
-
Click Require re-register multifactor authentication.
-
(Recommended) Click Revoke MFA sessions to ensure the old device is fully disconnected.
4. Troubleshooting & Common Issues
| Issue | Solution |
| "I didn't get the notification" | Ensure background data is enabled and "Do Not Disturb" is turned off on your phone. |
| QR Code won't scan | Increase screen brightness on your monitor and ensure the camera lens is clean. |
| Account greyed out | Delete the account from within the Authenticator app and start the setup process again. |
5. Prevention: Best Practices
To avoid future lockouts:
-
Enable Cloud Backup: Open Authenticator > Settings > Cloud Backup (iOS) or Account Backup (Android).
-
Add a Backup Method: Always have a second method (e.g., a secondary phone number or a FIDO2 security key) listed in your Security Info.
