Purely Cloud

When updating to a new mobile device, Microsoft Authenticator app may not recognize the existing Microsoft user account. In cases like this, the Multi-Factor Authentication (MFA) method must be reset by deleting and re-adding Microsoft Authenticator app on the user account. Follow the instructions below to reset Microsoft Authenticator app.

Step 1: Sign in to Microsoft Account

Click this link https://aka.ms/MFASetup and sign in to Microsoft 365 account.

Step 2: Delete Microsoft Authenticator

Next to Microsoft Authenticator, click Delete. 
This will delete Microsoft Authenticator app method from the user account. This step applies to other authenticator applications in use.
 

Step 3: Add Method

Click on + Add method to re-add Authenticator app method.

Step 4: Select Authenticator App

Select Authenticator app from the drop-down menu. Click Add.

Step 5: Download Microsoft Authenticator App

A message will display to download Microsoft Authenticator app on a mobile device. Click Next.

For instructions on downloading Microsoft Authenticator app, reference Microsoft Multi-Factor Authentication (MFA): Set up New Authentication article, starting from Step 7.

Step 6: Scan QR Code

Scan the QR code with Microsoft Authenticator app on a mobile device. 

Step 7: Approve Sign-In

Users will receive a notification from Microsoft Authenticator app to either Approve or Deny access to the account. Select Approve. On Scan the QR code window, click Next.

Confirmation

The account is now added to the Microsoft Authenticator app. Microsoft Authenticator is set as the default MFA method.

For further assistance, contact Purely Cloud Support at [email protected].