New Phone? Get Two-Step Verification Working Again

If you replaced, lost, or reset your phone, Microsoft Authenticator may still be connected to your previous device. This can prevent you from completing two-step verification, even if you restored a phone backup.

You may see Error code 500121 when you try to sign in.

If you still have another verification method

1. On the verification screen, select I can't use my Microsoft Authenticator app right now/Having trouble? Sign in another way.
2. Choose another available method, such as a text message or phone call.
3. After you sign in, open the https://mysignins.microsoft.com/security-info.
4. Remove the old Microsoft Authenticator registration and add the app on your new phone.

Our IT Support team can help reset your two-step verification registration. Please submit a Student Support Request and include:

• Your full name and student email address.
• A note explaining that you changed, lost, or replaced your phone.
• A phone number or WhatsApp number where we can reach you.

For account security, we may need to verify your identity before resetting the old registration. Once the reset is complete, you can set up Microsoft Authenticator again using the Set Up Two-Step Verification article.

Good to know: A two-step verification reset may require identity verification before we can make changes to your account.