Microsoft Authenticator - I can't push the sync

Question

I have an old and a new phone, I still have access to both, both are quite recent & Android.

I have a lot of stuff on my Microsoft Authenticator due to the fact that I am an IT consultant, linked to my personal email address in Microsoft Authenticator.

I need to migrate my current "Authentificator" /MFA access from my old phone to my new phone.

Current settings on OLD phone for the application:

Cloud backup: ON

Recovery account: ******@gmail.com

If I go in "details": a backup is available from today.

On the new phone, I installed the app (and tired to reinstall as well). Whenever I try to "start with recovery", I connect to my personal account with the SAME EMAIL, I validate the access on my old phone's Microsoft Authenticator app, and then I get this message:

"Unable to recover. Your backup is not stored with ******@gmail.com. Try logging in to another personal Microsoft account."

I really need help here as I need to carry my two phones everywhere I go right now. Maybe someone have/had a similar issue and can help here?

Kind regards, and thanks for your help.

Answer 1

Dear Antoine DBS，

Welcome to Microsoft Community.

We understand that you cannot obtain the authenticator information and log in normally after migrating your mobile phone account.

According to your description, you tried to back up the account information on your old phone but still saw an error when you opened it on your new phone. You can try to refer to the following link to help you confirm the use and operation information of the authenticator:

Troubleshoot problems with Microsoft Authenticator - Microsoft Support

Back up account credentials in Microsoft Authenticator - Microsoft Support

Meanwhile, issues related to Authenticator require more professional technical information to help you solve them. I suggest you try to seek help in Microsoft learn (English only), where there are more experts in related fields who can provide you with better solutions.

It is designed to support advanced users like you. Many users prefer to ask questions and get more professional responses through this section.

Here is a link to the forum where you can raise specific situations and share your ideas for solving problems.

Microsoft Authenticator - Microsoft Q&A

We will keep this issue on file in case our great volunteers come up with ideas for you.

Best regards

Zenobia.Z | Microsoft Community Support Specialist