Often, our users upgrade their phones, especially over the holidays, and forget that their UPEI Multi-Factor Authentication (MFA) was tied specifically to their old device. When they attempt to log in to UPEI services using their new phone, they are unable to do so, resulting in Help Desk resets and delays.  This article can save everyone time and frustration.

Before you switch phones:

• Open the Microsoft Authenticator app on your old phone.
• Go to Settings → Backup and turn on Cloud Backup (Android) or iCloud Backup (iPhone).
• Confirm your Microsoft account is linked for recovery.

On your new phone:

• Install Microsoft Authenticator from the App Store or Google Play.
• Open the app and select Begin Recovery.
• Sign in with the same Microsoft account you used for backup.
• Your accounts will restore automatically. Some may require revalidation (e.g., scanning a QR code).

Add a backup method:

• Visit aka.ms/mfasetup.
• Click Add Method and choose an alternate option (phone number or email).
• This ensures you can still log in if your primary device is unavailable.

Do NOT remove the app from your old phone until the new one is fully set up.

For more information, visit go.upei.ca/itss