Before replacing or erasing a phone, make sure you will still be able to generate codes for your Institution account. The account needs the authenticator that was actually enabled, not just any app installed on the new phone.
Follow your authenticator provider’s supported transfer process if you use one. Test that the new device can provide an accepted Institution code while the old device is still available. A visible entry in the new app is not sufficient evidence until its code works.
If you need to remove the current Institution factor, use Settings, then Security, and read the removal confirmation. Institution can require another verification before removal. After removal, promptly set up and verify the intended authenticator and check the Enabled status.
Do not send the QR code or setup key to yourself through an insecure shared channel to move it. If access is already lost, use support@institutionhq.com for recovery instead of attempting to recreate a factor from remembered details. Keep your work email accessible during the change and record any error wording without including one-time codes.
Was this article helpful?
Tell us whether this answered the question you came with.