Remote Access Users
Microsoft MFA - New Phone Help

Got a new phone and your Microsoft Authenticator app isn't working? Use this page to restore access to your Kettering Health account.

Multi-Factor Authentication
Got a New Phone and MFA App Not Working?

This guide provides step-by-step instructions for updating your Multifactor Authentication (MFA) settings when you get a new phone. Learn how to maintain secure access to your Kettering Health account whether you still have your old phone, kept the same phone number, or have a completely new device or a new phone number.

When to use this page...
  • You got a new phone and the Microsoft Authenticator app no longer works.
  • You changed phones but kept the same phone number.
  • You have a new phone and a new phone number.
  • You no longer have access to your old phone.

IMPORTANT!  If you are setting up MFA for the very first time, use the Microsoft MFA Registration page instead.

Which Situation Applies To You?

Choose the option that best matches your situation. The steps are different depending on whether you still have your old phone.

Scenario 1

I have both my old and new phones with me
You can sign in using your old phone and add your new phone as another MFA method.
Go To Scenario 1  

Scenario 2

I have a new phone or number but not my old phone
You cannot approve MFA prompts. The IT Service Desk will need to reset your MFA.
Go To Scenario 2  

Scenario 1:  I Have Both My Old And New Phones With Me

If you still have access to your old phone with the Microsoft Authenticator app installed and want to set up MFA on your new phone, follow these steps:

  1.  On a computer, go to aka.ms/mfasetup (opens in new tab).
  2.  Sign in using your Kettering Health credentials:
    •  Kettering employees/providers: use your Kettering email address
    •  Non-KHN users: use yourKetteringID@ketteringhealth.org with your password
  3.  Approve the MFA prompt on your old phone when prompted.
  4.  After you're logged in, you will see your current authentication methods. Select "Add method".
  5.  Choose "Authenticator app" and follow the on-screen instructions.
  6.  On your new phone, install the Microsoft Authenticator app if you haven't already.
  7.  Use your new phone to scan the QR code displayed on your computer screen.
  8.  Approve the test notification on your new phone to verify that it is working.
  9.  Your new phone is now set up for MFA. You can keep both phones registered for a short time, or remove the old one once you confirm the new phone works every time.
IMPORTANT!  Do not wipe, reset, or trade in your old phone until you have tested MFA on your new phone.

Scenario 2:  I Have A New Phone Or Number But Not My Old Phone

If you have a completely new phone or a new phone number and no longer have access to your old phone, you will not be able to approve MFA prompts or sign in on your own.

For security reasons, your MFA must be reset by IT in this situation.

  1.  Contact Kettering Health IT Support for assistance:
    •  Phone: (937) 384-4500
  2.  Let the Service Desk know that you:
    •  Have a new phone or new phone number
    •  Your Microsoft Authenticator / MFA is not working
    •  Need an MFA reset for your Kettering Health account
NEXT STEP:  After your MFA is reset, you'll use the Microsoft MFA Registration page again to set up MFA on your new phone.

How To Add Another Authentication Method

Adding a second authentication method—such as your personal email address—helps you avoid being locked out if you get a new phone or lose access to Microsoft Authenticator.

  1.  Go to aka.ms/mfasetup (opens in new tab) on your computer.
  2.  Sign in using your Kettering Health credentials.
  3.  Approve the MFA notification on your phone if prompted.
  4.  On the security information page, select "Add method".
  5.  From the drop-down list, choose "Email".
  6.  Enter your personal email address and follow the on-screen steps to verify it.
  7.  Once verified, your personal email will appear as a backup authentication method.
TIP!  Repeat this anytime to add or update methods like backup email, alternate devices, or other approved options.

Best Practices For MFA Management

A few simple habits can help you avoid being locked out when you change phones in the future.

  • Set up multiple authentication methods  (for example, Microsoft Authenticator or your personal email address)
    This gives you a backup if you get a new phone or lose access to your device
  • Update your MFA methods proactively
    Before getting rid of, trading in, or wiping your old phone, update your MFA methods.
  • Test your new phone's MFA
    Test your new phone by signing in to a Kettering Health system before resetting or recycling your old device.
  • Keep your contact information up to date
    Make sure your contact info is up to date so IT can verify your identity if you ever need an MFA reset.
Still Need Help?
If you're unable to complete these steps, contact the Kettering Health IT Service Desk for assistance.
Phone:  937-384-4500  -OR-  x44500
Create Ticket:  Service-Now (opens in new tab)