Microsoft Authenticator : Can't use on either new or old phone after performing backup

W. Ho 0 Reputation points

Hi, I changed from an old Iphone to a new Iphone and the transfer of data went very smoothly for microsoft authenticator. However when trying to log into an email account from any device and asked to confirm a number, microsoft authenticator would not prompt that confirmation window on the new phone. In fact, it would prompt that window on the old phone. I saw some other thread saying that performing a backup from the old phone, to the new phone would solve the issue but it didn't. In fact, it's gotten even worse now since it doesn't even promp on neither of the phones, which means I just can't access my work email account. I've tried finding a number to contact microsoft, but it seems impossible. Can someone help me? This is driving me crazy :(

Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
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  1. Dave Patrick 426.2K Reputation points MVP

    You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

    You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.

    Without a backup to restore from the only option is to work with each of the service provider's account recovery methods. The authenticator app is nothing more than a code generator. The two factor is turned on or off at the service provider end.


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