Can’t use Authenticator after got new iPhone

Question

Hi recently got the Authenticator app for work and then got a new iPhone. When I try to open the Authenticator app on my new iPhone, I only have the option to ‘begin recovery’ or ‘add new account.’ but when I try to do begin recovery, it said authenticator was not downloaded on my iCloud. And when I try to have a code sent, it will only send it to my Authenticator which I cannot open. Suggestions will be welcome please and thank you.

Answer 1

Hi Michelle Molnar,

Thanks for reaching out to Microsoft Q&A.

If you had taken a proper backup you can try restoring and it will automatically repopulate on your newly installed app. If not you have to add all your MFA accounts one by one.

https://learn.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-backup-recovery

Check the Common questions about the Microsoft Authenticator app

https://learn.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-faq#lost-device

If none of these helps, I will suggest you to raise a support case with Microsoft(https://azure.microsoft.com/en-ca/support/create-ticket/).

Please Upvote and Accept as answer if the reply was helpful, this will be benefitting the other community members who go through the same issue.