By UATeam in Salesforce Authenticator —

How to Change Salesforce Authenticator to a New Phone

Switching to a new phone often involves transferring your authentication apps, including Salesforce Authenticator. Since this app is a critical tool for multi-factor authentication (MFA), ensuring a smooth transition is essential to avoid losing access to your Salesforce account.

This guide walks you through the steps to move your Salesforce Authenticator to a new phone.

Why is Salesforce Authenticator Important?

Salesforce Authenticator provides an extra layer of security through MFA by requiring you to approve login requests directly from your mobile device. If you’re switching to a new phone, you need to transfer the authenticator to maintain access.

Steps to Transfer Salesforce Authenticator to a New Phone

Step 1: Backup Your Accounts

Before making any changes, check whether Salesforce Authenticator is backed up. Backup ensures you can restore your connected accounts on the new phone.

  1. Open the Salesforce Authenticator app on your current phone.
  2. Go to the settings menu (gear icon).
  3. Enable Backup to Cloud and link your backup to your Salesforce account or another cloud service.

Step 2: Remove the Old Device from Salesforce

To prevent duplicate authentications or security risks, remove the old phone from your Salesforce settings.

  1. Log in to Salesforce using your current phone for authentication.
  2. Navigate to Setup:
    • Click on your profile picture → Settings → Advanced User Details.
  3. Under Connected Apps, locate and remove the current Salesforce Authenticator.

Step 3: Install Salesforce Authenticator on Your New Phone

  1. Download the Salesforce Authenticator app from the App Store (iOS) or Google Play Store (Android).
  2. Open the app and sign in using the same Salesforce account linked to your previous authenticator.

Step 4: Restore Backup (If Available)

If you previously enabled the backup feature:

  1. Open the app on your new phone.
  2. During setup, choose Restore from Backup.
  3. Authenticate using the linked backup account to sync your settings and connected Salesforce accounts.

Step 5: Reconnect Your Salesforce Account

If you didn’t enable backups, you’ll need to reconnect your Salesforce account manually.

  1. Log in to Salesforce.
  2. Navigate to Setup → My Personal Information → Advanced User Details → Add Authenticator.
  3. Open Salesforce Authenticator on your new phone.
  4. Follow the on-screen instructions to scan the QR code or manually enter the connection key.

Step 6: Test the Setup

  1. Log out of Salesforce and attempt to log in again.
  2. Ensure the new phone receives the push notification or approval request.
  3. Confirm that login works without issues.

Troubleshooting Common Issues

Problem 1: Can’t Access the Old Phone

  • Contact your Salesforce admin to reset MFA settings.
  • Alternatively, use recovery codes provided during the initial MFA setup.

Problem 2: Backup Not Enabled

  • If you didn’t enable backup, you’ll need to reconnect all Salesforce accounts manually by following Step 5.

Problem 3: New Device Not Receiving Approvals

  • Verify the new device is correctly linked to your Salesforce account.
  • Check your phone’s internet connection and notification settings.

Best Practices for a Smooth Transition

  1. Enable Cloud Backup: Always enable backup for Salesforce Authenticator to simplify the transfer process.
  2. Notify Your Admin: Inform your Salesforce admin if you anticipate issues during the switch.
  3. Keep Recovery Codes Handy: Secure your recovery codes for emergency login access.

Conclusion

Changing Salesforce Authenticator to a new phone is straightforward if you follow the proper steps. Ensure you back up your authenticator app, remove the old device, and reconnect your Salesforce account to the new phone. By taking these precautions, you can maintain seamless access to your Salesforce account while ensuring robust security.