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.

Changing your Authenticator to a New Phone

1. Login to your NEOMED account’s security information page at https://mysignins.microsoft.com/security-info If you do not have your old device anymore and you have other MFA methods configured on your NEOMED account, you will need to select Sign in another way during login.
   • If you do not have your old phone anymore, please contact the NEOMED Help Desk at help@neomed.edu.
2. Find your existing (old) Authenticator method linked to your old device and select Delete next to that method.
3. Once deleted, select + Add sign-inmethod, select Microsoft Authenticator from the list.

4. It will then walk you through the enrollment process and provide a QR code for you to scan with your new Authenticator app on your new device.
   • Suggestion: It is a good idea to enroll your phone number as an alternate sign-in method for text messages, even when the Authenticator app is used as the default method. See our article on how to Setup Additional Authentication Methods for more information.
5. It is recommended that you disable your old device once you setup your new Authenticator on your device. To do this, log into https://myaccount.microsoft.com/device-list and you will see the devices in which your account was previously logged into. Select your old device and choose Disable Device.

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.