MFA - Mobile App Users with New Phone

This article is for users who got a new phone and had been using MS Authenticator on their old device. 

Prior to getting a new phone, we suggest that you review your security questions and answers as you will need this information to re-activate the Authenticator App. 

Decide which of these scenarios best fits your situation:

  • I remember my Security Question Answers.
  • I don't remember my Security Question Answers and need IT Support Center to help.

I Remember My Security Question Answers

  1. The first thing you should do is install the Authenticator app on the new device. If the app was included in a backup, you will need to remove the old app account information and add a new account.  Removing the account and adding a new account will be covered later.
  2. Go to the website mfa.svsu.edu and enter your username and password in the fields provided.  
  3. You will be prompted for an MFA.  Since you can't use your old device to approve, wait for the security questions to appear and answer them. 
  4. Once in the MFA manager, click on Change PIN.
  5. Type a four-digit PIN and confirm the PIN by typing it again.
  6. Continue to the Deactivate My Old Devices section.

I Don't Remember My Security Question Answers and Need IT Support Center to Help.

  1. The first thing you should do is install the Authenticator app on the new device.  If the app was included in a backup, you will need to remove the old app account information and add a new account.  Removing the account and adding a new account will be covered later.
  2. Call the IT Support Center at 989-964-4225.
  3. Tell them that you have a new phone and would like to request a One-Time Bypass for MFA.
  4. Once you get the One-Time Bypass, go to the website mfa.svsu.edu and enter your username and password.
  5. Click on Change Security Questions.
  6. Set up the four Security Questions and Answers.
  7. Click on Change PIN.
  8. Type a four-digit PIN and confirm the PIN by typing it again.
  9. Continue to the Deactivate My Old Devices section.

Deactivate My Old Devices

  1. On the left banner, under the bold heading "My Account", click on Activate Mobile App.
  2. Click the blue "Deactivate" button next to the old device name. 

    On the left banner, under the bold heading "My Account", click on Activate Mobile App. Click the blue "Deactivate" button next to the old device name. 

  3. On your phone,
    1. If the Authenticator app was included in a backup, and you need to remove the old account from your new phone:
      1. Open the Authenticator app.
      2. Tap the name of the account (i.e., Saginaw Valley State University)
      3. Tap the Gear icon at the top right.
      4. Tap Remove account.
      5. If warned about losing access to organization resources, tap, Yes, this app only.

        Tap Remove account. If warned about losing access to organization resources, tap, Yes, this app only.
         
      6. Continue to step 4.
    2. If you didn't restore your Authenticator app from a backup and it is a new install:
      1. Open the newly installed Authenticator app. 
      2. Continue to step 4.
  4. In the Authenticator app on your phone, click Add Account. 

    In the Authenticator app on your phone, click Add Account. 
     
  5. Tap Work or school account.

    Tap Work or school account.
     
  6. If prompted, select the button to Scan QR code.  This is timed and must be completed in one minute by continuing to step 7.     

    If prompted, select the button to Scan QR code.  This is timed and must be completed in one minute by continuing to step 7.     
                                                  
  7. On the computer, click on the "Generate Activation Code" button. 


    On the computer, click on the "Generate Activation Code" button. 
     
  8. Scan the code that appears with your phone. You may have to allow the app access to your camera. 

    Scan the code that appears with your phone. You may have to allow the app access to your camera. 
     
  9. On the computer, if it prompts you for a pin, create a 4 digit security pin.
  10. Click the Complete Activation button.

    On the computer, click on the "Generate Activation Code" button. 
     
  11. On your phone, if prompted, choose to Allow notifications.

    On your phone, if prompted, choose to Allow notifications.

 

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Details

Article ID: 127193
Created
Wed 2/3/21 3:04 PM
Modified
Mon 6/13/22 5:02 PM

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