Added the app to another device and it isn’t working

Register Microsoft Authenticator as a new sign-in method for the work account—the account appearing in Authenticator on the new device does not mean its work credentials were transferred.

While the old iPad still works

Work or school credentials are not included in an Authenticator restore; only the account name transfers, so the new device must be registered separately.^1^

1. On a computer or the new device, open the Security info page at mysignins.microsoft.com/security-info.
2. Sign in with the Queensland Government work account.
3. Complete the existing verification request using the old iPad.
4. Select Add sign-in method.
5. Choose Microsoft Authenticator, select Add, and continue until a QR code appears.
6. On the new device, open Authenticator and select:
   • + (Add account)
   • Work or school account
   • Scan a QR code
7. Scan the QR code and complete the test notification.^2^
8. Test the Queensland Government page again using the newly registered device.
9. Only after that test succeeds, return to Security info and remove the old Authenticator entry. Keep the old iPad available until the new sign-in works reliably.^1^

If the account on the new device displays Sign in to add your account, open it and sign in to complete setup. That message is expected for a restored work or school account.^1^

If the old iPad cannot approve the setup

Contact the Queensland Government IT service desk or Microsoft 365 account administrator. Ask them to either:

• Require re-registration of MFA for the account, or
• Issue a Temporary Access Pass (TAP) so the new Authenticator can be registered.

An Authentication Administrator can use:

Microsoft Entra admin center → Entra ID → Users → select the user → Authentication methods → Require re-register MFA.^3^

Be aware that Require re-register MFA removes the user’s registered Authenticator apps, phone numbers, and software OATH methods, after which the user is prompted to configure a new method.^3^

Alternatively, an administrator-issued TAP can be used when adding the work or school account in Authenticator, allowing registration on the new device.^4^

Microsoft community moderators cannot reset a government-managed work account; that change must be performed by the organization administering the account.^5^

References

1. Transfer Microsoft Authenticator account entries to a new phone
2. [Work/school](https://support.microsoft.com/authenticator/how-to-add-your-accounts-to-microsoft-authenticator#add-a-work-or-school-account-using-a-qr-code)
3. Manage user authentication methods for Microsoft Entra multifactor authentication
4. Configure Temporary Access Pass to register passwordless authentication methods
5. How to fix if there’s no pop up window for authenticator app in logging into my email account? - Microsoft Q&A