Authenticator doesn't work

Rudy Radcliffe 20 Reputation points
2023-10-04T19:09:32.4233333+00:00

The Authenticator app is giving me problems on my new phone. I bought a new OPPO (OPPO also the old mobile phone) and the Authenticator application does not recover the accounts that I had stored in the old mobile phone, therefore I cannot access the accounts that I had registered in the application with two-factor authentication. The application gives no error messages and I have already tried uninstalling and reinstalling it. The account with which I use it is a personal account and it works with that, in the sense that it sends me the code when I try to log in to the Microsoft account, but within the application there are no longer the accounts that I had registered with the authentication codes. I have already contacted support and they told me to write here. Solutions?

Microsoft 365
Microsoft 365
Formerly Office 365, is a line of subscription services offered by Microsoft which adds to and includes the Microsoft Office product line.
3,964 questions
Windows
Windows
A family of Microsoft operating systems that run across personal computers, tablets, laptops, phones, internet of things devices, self-contained mixed reality headsets, large collaboration screens, and other devices.
4,848 questions
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.
5,654 questions
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Accepted answer
  1. Dave Patrick 426.2K Reputation points MVP
    2023-10-04T19:15:17.4066667+00:00

    You can restore from an authenticator cloud 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. https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

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2 additional answers

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  1. Dave Patrick 426.2K Reputation points MVP
    2023-10-04T19:33:58.5133333+00:00

    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.
    https://www.reddit.com/r/help/wiki/faq/#wiki_two-factor_authentication_help

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  2. Dave Patrick 426.2K Reputation points MVP
    2023-10-04T19:59:31.6066667+00:00

    However, the code in the Authenticator application simply doesn't pop up, it doesn't generate anything.

    This is because the authentication device is no longer linked to the account. Your only hope is to reach out to the service provider about recovery options (if any exist) 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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    1 person found this answer helpful.