Summary
Your passkey and Microsoft Authenticator account stay on the phone where you set them up. They do not move to a new phone. This guide explains how to set them up again on your new phone and remove your old phone, so you can keep meeting the multifactor authentication (MFA) requirement.
Use this when: You have a new or replacement phone, you reset your phone to factory settings, or your phone was lost or stolen.
Audience: Faculty, staff, and students.
Time required: About 10 minutes if you still have your old phone. Allow more time if the Help Desk needs to verify your identity.
Choose your path
- You still have your old phone, and it works: Use Path 1. You can set up the new phone yourself.
- Your old phone is lost, stolen, broken, or reset: Use Path 2. The Help Desk must verify your identity first.
If your phone was lost or stolen: Contact the Help Desk right away so staff can remove it from your account. Do not approve any sign-in request you did not start.
Important: Start setup only from the Microsoft Authenticator app on your phone. The District will never send you a link or QR code by email, text message, or Teams to set up MFA. Help Desk staff will never ask for your password or a verification code.
Path 1: Use your old phone
Keep your old phone nearby until you finish every step.
- Install Microsoft Authenticator on the new phone.
Open the App Store on an iPhone or Google Play on an Android phone. Search for Microsoft Authenticator, confirm the publisher is Microsoft Corporation, and install the free app.
- Add your Solano account.
Open the app and tap Add work or school account, and then tap Sign in. Do not choose Scan a QR code unless Help Desk staff are helping you in person.
- Sign in with your username and password.
Enter your Solano username, ending in @solano.edu, and your password.
- Confirm the sign-in with your old phone.
When asked to verify, use your old phone the way you normally sign in. Use your passkey, or enter the number shown on the screen in Microsoft Authenticator and tap Approve.
- Create a passkey on the new phone.
When the app asks you to create a passkey, follow Set up a passkey in Microsoft Authenticator.
- Test the new phone.
Sign in to a District service, such as Outlook on the web for employees or student email or Canvas for students. Confirm the sign-in on your new phone.
- Remove your Solano account from the old phone.
After the test works, open Microsoft Authenticator on the old phone, tap your Solano account, and remove it. Do this before you trade in, sell, or recycle the old phone.
Success: Your new phone completes a sign-in with your passkey, and your Solano account is removed from the old phone.
Path 2: Get help from the Help Desk
If you cannot use your old phone, you cannot set up the new phone yourself. Identity verification protects your account from unauthorized changes.
- Submit a request.
Submit a Password or Login Help request. For Account or System, select College Computer or Network Account. For Login Problem Type, select MFA, verification code, or phone problem. For MFA Issue Type, select Lost or Replaced Phone.
- Add a way to reach you.
Include the best time to call. Employees, also include a phone number where the Help Desk can reach you. Do not include your password or any codes.
- Verify your identity.
Employees: Help Desk staff will contact you. You may verify through your supervisor or with an approved photo ID in person.
Students: Help Desk staff will call the phone number in your student record and ask you to confirm details from that record. Keep your phone number current in your student record.
- Set up the new phone.
After staff reset your sign-in methods, follow Set up Microsoft Authenticator and then Set up a passkey in Microsoft Authenticator.
No smartphone?
- Employees: Contact the Help Desk. After verifying your identity, staff can issue a hardware security key.
- Students: Contact the Help Desk to discuss other sign-in options.
If it does not work
You do not see Create a passkey
What to do: Update your phone's software and the Microsoft Authenticator app, and then try again. Your phone needs iOS 17 or later, or Android 14 or later. If the option still does not appear, contact the Help Desk.
Your old phone does not get the sign-in request
What to do: Make sure the old phone is connected to the internet and that Microsoft Authenticator can send notifications. For more steps, see Troubleshoot common MFA sign-in problems.
Related articles and guidance
Get help
If you still need help, submit a Password or Login Help request. Choose:
- Account or System: College Computer or Network Account
- Login Problem Type: MFA, verification code, or phone problem
- MFA Issue Type: New Phone Needs Enrollment if Path 1 did not work, or Lost or Replaced Phone if you cannot use your old phone.
Protect your information: Never include your password, verification codes, QR codes, Temporary Access Pass, recovery codes, or other secrets in the request.
If you used Path 2 and have not heard from the Help Desk within one business day, reply to your existing request instead of opening a new one.