I Have a New Phone (or a Lost Phone) & I Cannot Log In

Overview

If you use an Authenticator app and have a new/lost/stolen mobile device, this article will assist you in configuring your Authenticator app with your new device.

Setting up your Authenticator on a New Phone

BEFORE YOU GET STARTED: On your new phone, make sure you have the Microsoft Authenticator app installed (white icon with a blue lock and person icon in the middle).

Step 1: From a computer (not your new phone)

  1. Login to your NEOMED account’s security information page at https://mysignins.microsoft.com/security-info 
    1. If you do not have your old phone anymore and you have other MFA methods configured on your NEOMED account, you will need to select Sign in another way during login.
  2. Once the web page opens, you should see some authentication methods listed in the middle of the screen. Find the Microsoft Authenticator method linked to your old device and select Delete next to that method. 
  3. Once deleted, you will then select + Add sign-in method, select Microsoft Authenticator from the list.

  1. It will then walk you through the enrollment process and then eventually provide you a QR code for you to scan. STOP here on this screen and continue with the steps below.

Step 2: Adding your NEOMED account to your New Phone

  1. Now on your new phone, open the Microsoft Authenticator app.
  2. Select the plus icon (+) on the top right.
  3. Select Work or School account.
  4. Then select Scan QR Code.
  5. You should then be returned to the Authenticator main menu.

Step 3: Complete Setup

  1. Once you scanned the QR code on your computer screen, you may be prompted to select Next or the window will then update with a two-digit number. You will need to enter this two-digit number on your new phone.
  2. Open the Authenticator app on your phone and enter the two-digit number on your computer screen and submit. 
  3. Your computer screen should refresh to reflect that your new Authenticator method has been added to your list of authentication methods.
  4. On this security info computer screen, next to Default sign-in method, click Change.
  5. Select your new phone which will be listed as App-based authentication (notification), and click Confirm.

You can now log out and log back into your account with your new phone as the MFA method. 

What Do I Do if My Phone was Lost or Stolen?

If your phone was lost or stolen, you will need to contact the NEOMED Help Desk at (330) 325-6911 or help@neomed.edu to request assistance with your MFA settings. The Help Desk will schedule time with you via Zoom or Teams to review further. This process takes approximately 20-30 minutes to complete. 

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