Microsoft Authenticator Backup, Android: Something went wrong...

Question

When attempting to turn on backup for authenticator data on my android device, despite successful sign in to a personal Microsoft account as directed, receive the error message "Something went wrong. Please send us logs using the Send logs option."

Have gone through all provided troubleshooting steps with no success.

Answer 1

Hi all. I have been having the same issue and have found a resolution. On your device with the broken back up but working authenticator, select add account, select Microsoft account, sign into the account you use to back up your Authenticator and sign in, once done try the toggle to turn your back up on, you will find your credentials screen appears and the back up now works again. Hope this helps others too.

Answer 2

Since backup still fails after signing in and basic troubleshooting, the next step is to capture and send logs so support can investigate the specific error.

1. Open Microsoft Authenticator on the Android device.
2. Use the in‑app feedback flow to send logs and get an incident ID:
   1. Tap the menu (⋮) at the top of the app.
   2. Select Send feedback.
   3. Choose Having trouble?.
   4. Fill out the form, clearly describing that backup on Android fails with “Something went wrong” even after signing in and following documented steps.
   5. Select Send to submit the feedback and logs.
   6. Note the incident ID shown after submission.
3. If an IT admin or Microsoft Support is involved, provide this incident ID so they can correlate it with the uploaded logs and continue troubleshooting on the service side.

If the issue is specifically occurring when using Microsoft Authenticator via Link to Windows, also submit feedback from the Link to Windows app on the Android device:

1. Open Link to Windows.
2. Select the menu (⋮) in the upper‑right corner.
3. Choose Give us feedback.
4. For existing users, select Microsoft Authentication under “What is your feedback about?” and select Continue.
5. Fill in the details of the backup failure and check Include diagnostics logs.
6. Submit and keep the reference ID shown.

These steps ensure the logs and reference/incident ID are available so Microsoft can diagnose why backup is failing on that specific account/device combination.

---

References:

• Back up your accounts in Microsoft Authenticator
• Send Microsoft Authenticator logs and get an incident ID
• Microsoft Authenticator in Link to Windows
• Back up account credentials in Microsoft Authenticator