I need help with Microsoft authenticator

Question

I recently upgraded my iPhone. I am now not able to get into the authenticator app. (I have 3 different websites that use this app but only one will work) and I also cannot get into my Microsoft email account on my iPhone. Please help because I really need both of these for my business and work.

Answer 1

Follow these steps based on how the old iPhone and accounts are set up.

1. If the old iPhone is still available and works
   1. On the old iPhone, open Microsoft Authenticator and make sure it is updated to the latest version.
   2. For iOS backup/restore of Authenticator:
      • Turn on iCloud Drive.
      • Turn on iCloud Keychain.
      • Turn on iCloud Backup.
      • In the Saved to iCloud list, search for Authenticator and turn on the toggle.
      • Make sure Authenticator is version 6.8.33 or later and open the app at least once.
   3. On the new iPhone:
      • Uninstall Microsoft Authenticator (if already installed).
      • Reinstall Microsoft Authenticator from the App Store.
      • Open the app and sign in with the same account used for backup. The backup should appear and restore your accounts.
2. If the old iPhone is not usable or backup does not appear
   1. For Microsoft personal, work, or school accounts:
      • Use an alternative MFA method if configured (SMS, call, or email) to sign in and then reset MFA methods.
      • If locked out and there is another admin in the organization, ask that admin to reset MFA or require re‑registration for the account.
      • If you are the only admin and completely locked out, contact Microsoft Support and ask to be routed to the Data Protection team to reset MFA for the admin account. Use the regional Customer service phone numbers - Microsoft Support entry from the context and clearly state that you are the only admin and lost access to Authenticator.
   2. For 3rd‑party websites (Amazon, Facebook, Gmail, etc.):
      • Sign in using each site’s account recovery process (for example, backup email, SMS, or recovery codes) and then reconfigure their 2FA with the new Authenticator app.
3. About which accounts restore from backup
   • Microsoft personal accounts:
     • If using only a one‑time password (OTP), the OTP entries are restored.
     • If using passwordless sign‑in, only the account name is restored; sign‑in must be completed again.
   • Work or school accounts: only the account name is restored; sign‑in is required again.
   • 3rd‑party OTP accounts: OTP entries are restored.
4. To fix Microsoft email on the iPhone
   • Once access to the Microsoft account is restored (via Authenticator backup or MFA reset), remove the email account from the iPhone mail app and add it again using the now-working sign‑in and MFA.

If, after trying the iCloud backup steps, the backup still does not appear on the new iPhone, repeat the uninstall/reinstall of Authenticator on the new device and verify all iCloud settings on the old device as listed above.

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References:

• Back up your accounts in Microsoft Authenticator
• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator
• Migrate to a new iPhone for work
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A