Authenticator app has removed all my login information

Question

I switched phones and now my authenticator app has removed the ability to login to multiple apps leaving me unable to get in. I cant get into multiple of my accounts

Answer 1

Losing access after switching phones usually means the accounts were not backed up and restored in Microsoft Authenticator, or that MFA needs to be reset by an admin or Microsoft support.

Use these steps depending on the type of accounts affected:

1. Check if Authenticator backup can restore your accounts (iOS)

• On the old device (if still available):
  • Ensure iCloud Drive, iCloud Keychain, and iCloud Backup are enabled and that Authenticator is toggled on in “Saved to iCloud”.
  • Make sure Authenticator is version 6.8.33 or later and open the app at least once.
• On the new device:
  • Uninstall and reinstall Microsoft Authenticator.
  • Open it and check if the backup appears and restore it.
  Backups contain:
  • Microsoft personal accounts: OTP codes restored; passwordless sign‑in requires signing in again.
  • Work or school accounts: only account names; sign‑in is required again.
  • 3rd‑party accounts (Amazon, Facebook, Gmail, etc.): OTP codes restored.

2. If push notifications are not arriving on the new phone

• The push may be going to an older device where Authenticator was last used.
  • Check the old phone’s Authenticator app and approve there if possible.
  • Remove Authenticator from old devices so future notifications go only to the new one.
  • If available, choose another verification method (SMS, etc.) during sign‑in.

3. If locked out of work/school (Microsoft 365/Entra ID) accounts

• If this is a work or school account and there is an admin:
  • Ask the tenant admin to reset your MFA by using Require re‑register multifactor authentication in Microsoft Entra Admin Center so you can set up Authenticator again.
• If you are the only global admin and are locked out:
  • Contact Microsoft Support by phone and request escalation to the Data Protection team to reset your admin MFA, as described in the referenced Q&A threads.
  • If you cannot reach support from the locked tenant, create a temporary trial tenant, go to the admin center of that tenant, and open a support ticket explaining that you are locked out of a different tenant and need Data Protection to reset MFA for that admin account.

4. If locked out of personal Microsoft accounts

• Use any alternative sign‑in method still configured (SMS, email, backup codes) to regain access and then re‑add the account to Authenticator.
• If no alternative methods work, follow the standard account recovery flow for the personal Microsoft account and then reconfigure Authenticator.

5. Prevent this in future

• Before switching phones, ensure Authenticator backup is enabled and working (especially on iOS with iCloud services enabled and Authenticator listed in iCloud backups).
• Always remove Authenticator from old devices after moving to a new one so notifications don’t go to the wrong phone.

If none of the above options are available and there is no admin or alternative method, recovery must go through Microsoft support/Data Protection as shown in the referenced Q&A answers.

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References:

• Back up your accounts in Microsoft Authenticator
• Microsoft Authenticator FAQs
• How to sign out from Authenticator
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• 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 sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A