Authenticator Backup Restore Issue

Question

Hello, Thanks in advance for any help. I have a business account that I used to backup my Authenticator data. I can log into office365 and other microsoft login screens using a known password. However, I damaged my phone and am trying to restore the data on a new device. When trying to use my account, it continually instructs me "Your account or password is incorrect.". I have reset this password recently to troubleshoot the issue - and I can login to office365 and other msft pages with the new password, but authenticator rejects it. As a result, I am faced with rebuilding 40 or so authenticator entries.... does anyone have any experience with this issue? Thanks.

Answer 1

Hello Jere Cassidy, Good day!Thank you for posting to the Microsoft Community. We are happy to help you.Typically if you have an Authentication method linked to your account if you enter your credential you need to pass the verification authentification method you have set up. You said you can access your account but the authenticator rejects it. We little bit confusedIt's important to know the type of account you're using because each account has a different process and a different support category.What type of account is affected? is Outlook.com account, Hotmail account, or professional/educational account. However, to better understand the problem and provide a solution, we need more details from you, please provide us with the following information. Thank you.

1-Please do you mean you can enter your credentials but you can't access your account due to your authenticator? am i right

If yes ! please which verification option you are using through your authenticator app

2-Please with your authenticator app can you see the three options to verify your identity as the picture below :

![Image](https://learn-attachment.microsoft.com/api/attachments/306dcbf1-6d12-49bb-97b5-ed0af864b846?platform=QnA"https://docs.microsoft.com/en-us/microsoft-365/admin/security-and-compliance/set-up-multi-factor-authentication?view=o365-worldwide#turn-off-legacy-per-user-mfa" title="docs.microsoft.com" rel="ugc nofollow">disable Multi-factor authentication for your account.

Then re-enable Multi-factor authentication for your account.

You may need to reinstall the Authenticator app and then set up the Microsoft Authenticator app again. 

3-Please, can I know the type of account you are trying to set up? Is it IMAP, POP or exchange account? We look forward to your reply. This requested information will help us narrow down the scenario and find the right troubleshooting. We will continue to assist you based on the information you provide. I sincerely appreciate your patience and cooperation.Sincerely,Eben Ezer Tres | Microsoft Community Moderator