New phone And authenticator problems

Hello Yesenia Cordero

If you were previously able to sign in using the Authenticator app but can no longer access it after changing phones, it may be because the Authenticator data was not transferred before switching devices.

To avoid losing access to your accounts, it’s important to migrate your Authenticator app data before changing phones. Otherwise, your verification methods may not be available on the new device, which can lead to sign-in or account recovery issues.

If you still have access to your old phone, you can refer to the guide below before future phone changes to help prevent the same issue from happening again.

How do I transfer my Microsoft Authenticator data from my iPhone to a Samsung phone? - Microsoft Q&A

Since this is a sensitive and complex issue related to account security, I kindly ask for your patience and recommend following the steps to regain your access.

In this case, as you are using university account, the only way to regain access is to contact your "IT administrator or Global admin" and request a phone number update in the Microsoft Entra admin center.

In the Entra admin center, an administrator can set user accounts to require a re-enrollment of multi-factor authentication (MFA). Ask your administrator to follow the steps shown in the following article:

Manage user authentication methods for Microsoft Entra multi-factor authentication

• Sign in to Microsoft Entra - Microsoft Entra admin center
• User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration".

Require re-enrollment MFA: This disables all previous authentication methods. You'll then be prompted to set up a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.

*Note:

• Please note that in this case, you only need to find the global admin of your organization’s tenant. They are the ones who can help you regain access to your account.
• The global admin is usually someone in your school’s IT team or a system administrator. They manage Microsoft 365 settings, licenses, and security.
• Most schools have a helpdesk or IT support email. You can contact them to confirm who the global admin is.

Wish you all the best!