I cannot restore a Microsoft Authenticator backup

Question

When I install Microsoft Authenticator on a new Android device, I get the message, "The backup is not stored at ******@hotmail.com. Try signing in with a different personal Microsoft account."

Less than a month ago, I reinstalled it without any problems on my old device, and before doing so on the new one, I made sure the backup was active on the old device and with the correct account (the only Microsoft account I have).

I thought it couldn't find the backup because I still had the Authenticator app active on the old device, so I uninstalled it, but I kept getting the same message on the new one. So now I don't have the Authenticator app on either device.

I have logged out of all devices, as indicated in the Microsoft resolution webpage, but it remains the same.

It seems as if the backup has been deleted from my account.

I contacted Microsoft support, and they referred me here. I hope you can help me, as I've lost two-step authentication for several of my accounts and can't access them.

Thank you.

Answer 1

It sounds like you're experiencing issues with restoring your Microsoft Authenticator backup on your new Android device. Here are some steps you can take to troubleshoot this problem:

1. Check Account: Ensure that you are signing in with the exact same Microsoft account that you used to create the backup on your old device. Sometimes, users may have multiple accounts and might accidentally use a different one.
2. Backup Status: Verify that the backup is indeed active on your old device before uninstalling the app. If you can still access the old device, check the settings in the Authenticator app to confirm the backup status.
3. Uninstall and Reinstall: If you haven't already, try uninstalling the Microsoft Authenticator app from your new device and then reinstalling it. This can sometimes resolve issues with the app recognizing the backup.
4. Clear Cache: On your new device, go to the settings, find the Microsoft Authenticator app, and clear its cache. This may help the app to refresh and recognize the backup.
5. Contact Support Again: If the above steps do not resolve the issue, it might be beneficial to reach out to Microsoft support again for further assistance, as they may be able to provide specific help regarding your account and backup status.

Unfortunately, if the backup has been deleted or is inaccessible, you may need to reset your two-step authentication settings for your accounts. This often involves contacting each service provider to regain access.

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References:

• Frequently asked questions about passkey support in Microsoft Authenticator
• Migrate to a new iPhone for work

Answer 2

Como dije antes, desinstalé la app en el antiguo dispositivo porque pensé que el problema era tener la sesión activa en otro dispositivo, pero siguió igual. Ahora he borrado los datos de la aplicación y desinstalado la app, reinstalo la app y ahora no puedo acceder con mi usuario y contraseña. Me dicen que son incorrectos. Sin embargo puedo acceder en la página de Microsoft sin problema. Esto es un desastre...