Authenticator app locked

Question

Authenticator app locked I have changed phones and it is still on my old phone.

please advise solution.

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Moved from: Microsoft 365 and Office | Install, redeem, activate | For home | iOS

Answer 1

Hi, I'm John! I will help you with this.

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with the account or login-related issues.

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To help narrow down the issue:

1. Are you using a personal Microsoft account or a work/school account?
2. Do you remember if you had backup turned on in the Microsoft Authenticator app before this happened?
3. Also, may I ask if you're using the Microsoft Authenticator app on an Android or iOS device?

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Click "Add comment" to let me know.

Regards,

John J.D.

Answer 2

Thank you for letting me know.

1 Personal 2 I don’t know 3 IOS

If you haven't already, you can try the recovery process using this Microsoft support article:

"Restore account credentials from Microsoft Authenticator" https://support.microsoft.com/account-billing/restore-account-credentials-from-microsoft-authenticator-ce53096e-1e1c-4840-9e32-1618bc33cd43

Here’s a quick summary of what’s in there:

• On your mobile device, open the Authenticator app.
• Select "Restore from backup" (or "Begin recovery" if you're on iOS).
• Sign in using the personal Microsoft account you originally used to set up the backup.
• The app should then restore your account credentials automatically.

Let me know if you see the restore option.