A new phone and a new number are different changes
Replacing a handset does not necessarily change your number. Porting keeps the number while moving provider. Surrendering a number or reassigning a business number changes who can receive its calls and messages. Plan account access before that happens.
Wiping a phone does not remove the number from online account recovery settings. Someone who later receives the number should not be able to use it to recover an account that still belongs to you or your organisation.
Before the old number stops working
- Make an account inventory. List work accounts, important personal services, messaging apps and any systems using the number for authentication, recovery or notifications. Keep this record securely and do not include passwords or recovery codes.
- Arrange alternative access. Add an approved replacement authentication or recovery method while you can still sign in. For work accounts, involve IT and follow the organisation’s MFA policy. Do not turn off MFA simply to make the change easier.
- Test the replacement. Confirm you can sign in using the new method before removing the old one. Check that the recovery contact is current and under the right person’s control.
- Update services individually. Change both recovery settings and ordinary contact details where needed. Updating your profile number does not necessarily update every security method.
- Check messaging and public contact details. Follow each app’s number-change process, and update authorised business listings, signatures and customer contact routes.
- Remove obsolete methods. Once the replacement is tested, remove the old number from authentication and recovery settings. Check for old devices and sessions through the approved account-security process.
For a company-owned number
The manager and IT team should agree the reassignment date, account owner and what business information needs to be retained. Do not hand over a previous employee’s personal account or authentication access with the phone.
- Record which business services use the number and who is responsible for changing each one.
- Move access to named, authorised accounts rather than passing on shared passwords or recovery codes.
- Check customer-facing call routing, voicemail and business messaging arrangements before handover.
- Retain business records according to policy, then remove data from the device through the approved process.
- Confirm the new holder can use the intended services and that the previous holder’s access has been removed where required.
Keep account ownership, number ownership and device ownership in the same handover record. Our new-starter checklist explains related access and device responsibilities.
If you are switching UK mobile provider
Decide whether you want to keep the number before ending the service. Ofcom explains the use of a PAC when keeping a number and a STAC when switching without keeping it. Check the timing and any business-account arrangements with the provider. See Ofcom’s mobile switching guidance.
If the number has already been released
Contact the relevant service’s support team through its official route and use the account-recovery process. For work accounts, tell IT which services may still reference the old number. Do not ask the new number holder to pass on security codes or assume you can regain control of the number.
Microsoft provides instructions for managing work or school account security information. Follow the methods allowed by your organisation, and discuss wider account protection through our cyber security service.
About this guide
The earlier article at this address was supplied through MSP Marketing Edge and credited to The Technology Press, republished with permission. This updated guide retains that source acknowledgement and replaces outdated advice. It is not presented as original CompTech reporting.
Use this guidance alongside your organisation’s policies and agreed IT support arrangements. Product features and licence terms can change; check the linked supplier guidance before making a purchase or changing settings.