Authenticator app

This happens because Microsoft Authenticator can still be registered on the old phone. Adding the app to the new phone does not automatically remove the old device, and even deleting the app from the old phone is not enough.

To correct it:

1. If the old phone is still available, approve the prompt there once if needed.
2. Remove the old phone from Authenticator registration:
   • Personal Microsoft account: go to the two-step verification area of your Account Security page and turn off verification for the old device.
   • Work or school account: go to the two-step verification area of your My Apps page or your organization’s company portal and turn off verification for the old device.
3. Re-register notifications on the new phone:
   • In Microsoft Authenticator, use Add Account and sign in again if needed.
   • For a personal account, re-register the device by going to Add Account > Personal Microsoft Account and signing in with username and password.
4. Check notification settings on the new phone:
   • Make sure push notifications are enabled for Microsoft Authenticator.
   • Make sure the phone is not in Do Not Disturb or Quiet mode.
   • Confirm the phone has network connectivity.
5. If notifications still fail for that account, remove the account from the app and add it again, allowing notifications when prompted.

If the old phone is no longer accessible, use a different verification method such as SMS if available.

• Microsoft Authenticator FAQs
• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator