How to Recover Microsoft Authenticator if You Get a New Phone If you get a new phone or lose access to your old device, you can recover your account and reconfigure Microsoft Authenticator on the new device. Option 1: Restore from Cloud Backup (If enabled) Install Microsoft Authenticator on your new device. Sign In with Your Microsoft Account: Open the app and sign in with the same Microsoft account used for backup. You will be prompted to restore your settings and accounts from the cloud backup. Verify Your Identity: Once your accounts are restored, you may be asked to verify your identity via an alternate method (e.g., SMS, email, or a backup code). After successful verification, your accounts will be fully restored, and you can use the app for authentication. Option 2: Manual Recovery (If Cloud Backup is not enabled) If you didn’t enable cloud backup, you’ll need to manually reconfigure MFA for each account. Log into your accounts via an alternate method: Use a backup code or alternative 2FA method (like SMS or email) to access your accounts. Reconfigure MFA: Go to each service where you had Microsoft Authenticator set up (e.g., university login, email, etc.). Go to the Security Settings or MFA Settings section. Select the option to set up Microsoft Authenticator again. Scan the QR code with the Authenticator app on your new device. Test Your New Setup: Once reconfigured, verify that you can receive authentication codes from your new device. Backup Codes Before switching devices or if you’re at risk of losing your phone, always generate and save your backup codes. These codes can be used to sign in to your account if you lose access to Microsoft Authenticator. How to Generate Backup Codes: Visit the Microsoft Account Security Page. Under the Additional Security Verification section, choose Generate New App Passwords. Write down or securely store the backup codes provided. Additional Troubleshooting Options Lost Access to Your Authenticator App: Use backup codes: If you have saved backup codes, use them to log in. Alternative Verification Methods: Use alternate methods like SMS or email for verification. Contact IT Support: If you're unable to regain access, contact your university’s IT support for assistance. They may be able to reset your MFA or help you through the recovery process. Authenticator App Not Syncing or Working: Ensure Time Sync is Correct: The time on your phone must be accurate for the app to generate valid codes. On your phone, ensure the time zone is set correctly and that time sync is enabled. Clear Cache/Restart the App: Sometimes, clearing the cache or restarting the app may resolve sync issues. 5. Contacting Technology Resource Center If you're unable to regain access to your accounts using the steps above, please submit a support ticket here. Alternatively, you can reach out to the Technology Resource Center at (607) 431-4357 or via email at Technology@hartwick.edu for further assistance. The TRC is located on the first floor of Clark. Please be ready to verify your identity through alternate methods. Important Notes: Always backup your Authenticator settings to avoid losing access to your accounts. Don't share your backup codes or recovery information with anyone. Notify TRC immediately if you lose access to your authenticator or phone.