The Microsoft Authenticator app is tied to the specific smartphone on which you've registered the app. When you get a new phone, you'll need to take specific steps to transfer the Authenticator app to your new device. In most cases, the easiest method is to simply re-register the Authenticator app on your new device and then remove your old device from your account. We'll show you how to do that here.
This process will be easiest to complete if you have access to your old smart phone, your new smart phone, and your CWC or MCS-issued computer. We recommend connecting your old smart phone to Wi-Fi so that you can receive sign in approval prompts on your old device if necessary when you sign in to your CWC or MCS account.
If you have any trouble completing this process, please contact Information Services by email (email@example.com) or phone (570-713-1100) and we can reset your MFA information for you so that you can register your new phone.
Move the Authenticator App to a New Device
1. On your CWC or MCS-issued computer, sign in to the Additional security verification page (👈 click the link). Once you've signed in, you'll see a screen that looks like the image below.
2. Click the Set up Authenticator app button to begin the process to set up the Authenticator app on your new device.
3. To proceed with setting up the app, you need to have the window shown below visible on your computer screen. If you followed the instructions in the previous steps, this window should be visible for you. This "Configure mobile app" window will show a QR code (similar to a bar code) that you will scan with the Authenticator app on your device to associate your device with your CWC or MCS account.
4. With the above screen visible, you're ready to download the Microsoft Authenticator app to your Apple or Android smartphone. Please use the appropriate link for your device below to view instructions. These instructions will show you how to install the app on your device and scan the on-screen QR code to register the device to your account.
5. Once you've downloaded the Authenticator app to your smartphone and scanned the QR code as described in the articles at the link above, click the Next button on your computer screen.
6. After a few moments, you'll receive a test verification notification your your phone. Follow the on-screen instructions on your device to Approve the prompt, and your computer will move to the next screen automatically.
7. If you haven't already provided your cell phone number, you'll be prompted on your computer to enter it as a backup. Select United States, enter your cell phone number, and then click Done. If you've entered a phone number in the past, you'll be able to skip this step.
8. You'll now be taken to the Additional security verification screen, which will show your newly registered Authenticator app and the cell phone number you've just entered. You should have two Authenticator devices listed--both your old and new phones. Now, you're ready to remove the old device. Click the Delete button next to your old device to remove it from your account.
9. Your old Authenticator app will be deleted, which will take a few minutes. Once this has completed, you've successfully moved your Authenticator app to your new phone and can close the Additional security verification window.