Transfer MFA - Old to New Phone

The following describes what you need to do when you get a new phone and depending upon your circumstance/configuration, one or more of the following methods will be able to resolve the issue.


Due to the security token setup/challenge frequency, approval prompts may be delayed for days or weeks. Please ensure the app is configured on your new phone during Service Desk hours to avoid being locked out. You can test by going to https://email.scu.edu.au in incognito/private browser window,

Most Common Fix

If the Microsoft Authenicator App has already been installed on your new phone;

  1. If your SCU account is there, select your SCU account > Settings (cog wheel) > Remove, see To remove an account from Microsoft Authenticator - Microsoft Support
  2. Press + or Add Account and follow the wizard through (Step 6 on Setting up Microsoft Authenticator App)


Previous Phone - Yes?

If you have your previous phone OR have previously setup SMS with the same phone number then you can follow these steps;


FIX #1

See Microsoft Support VIDEO - How to set up authenticator on a new phone - Microsoft Support


FIX #2

You just need your old phone connected to WiFi - Back up your accounts in Microsoft Authenticator - Microsoft Support

  1. If you have access to your old phone: Ensure you enabled backup on your old phone:

    • Open Microsoft Authenticator on the old phone

    • Tap the three dots (top right) > Settings

    • Under Backup, check that the cloud backup (iCloud for iPhone, OneDrive for Android) is enabled

  2. Restore on the new phone:

    • Install Microsoft Authenticator on the new device

    • When opening the app, you should be prompted to Restore from backup

    • Follow the prompts to restore your accounts from the cloud backup


Previous Phone - No?


FIX #3

If you had setup SMS as a backup/secondary method then;

  1. On a computer, go to https://mysignins.microsoft.com/security-info
  2. Verify your sign, choosing SMS
  3. Enter the code provided
  4. Click Remove next to one or all factors linked to your old/existing device
  5. Click Set up next to the factor that you would like to enrol on your new device
  6. Follow the set-up instructions that appear on your screen to set up your new factor (similar to Setting up Microsoft Authenticator App)


FIX #4

If by chance you still have a browser or device that is still holding it's security token (not prompting you to approve) then you could possibly sign go to https://mysignins.microsoft.com/security-info and add a method.


FIX #5

If you had no secondary method configured and you don't have your old phone then you'll need to contact the Service Desk during opening hours. Be aware you'll need to confirm your identity.