How to Set up Salesforce Authenticator on a New Device Without a Backup for Sales and Service

If your old device is unavailable (e.g., lost, broken), you must first disconnect Salesforce Authenticator from your user account. After it is disconnected, you can connect the app on your new device.

There are two ways to disconnect the app:

• Have your System Administrator disconnect it.

  • Administrators should follow the steps in: Disconnect Salesforce Authenticator from a User's Account

• Disconnect it yourself, if you can log in using another verification method.

  • Users should follow the steps in: Remove an Account from Salesforce Authenticator

After the app is disconnected from your account, you will be prompted to connect it again the next time you log in to Salesforce. Follow the on-screen steps to complete the setup on your new device.

Note: If you previously enabled backups in Salesforce Authenticator on your old device, simply install the app on your new device and use the Restore from Backup feature.