Authenticator App back up not working to transfer to new phone

Question

I went through steps to add a new app to my new phone and followed promps to recover backup. After using the 2fa 2 digit number on my old phone to confirm my new phone, I got an error saying there was no backup on the email provided. But in my old phone, the app has that email listed as the back up email. Tried deleting cache and memory of app and uninstall ingredients and re adding the app. Nothing worked. Contacted support and followed their advice, same steps above, until we tried something new and their advice lead to a prompt saying are you sure you want to delete your back up. They said that message supposedly should not be there any the chat support directed me here and this was the only way to get authenticator support. Please help. This app holds all my codes for work for over 12 platforms.