Switching phones

Question

I recently broke old phone bought a new to me one. Now I hook authenticator app non of my accounts are there and I'm looked out of couple Important accounts. how do I get them back?

Answer 1

Account recovery depends on what kind of accounts were in Microsoft Authenticator and whether backup was enabled on the old phone.

1. If the old phone was iOS and backup was enabled
   Authenticator can restore from iCloud, but only if backup was turned on before the phone was lost/broken and the new phone is also iOS. On the old iOS device (for future reference / if you still have it):
   • Turn on iCloud Drive, iCloud Keychain, and iCloud Backup.
   • In Saved to iCloud, make sure Authenticator is toggled on.
   • Use Authenticator version 6.8.33 or later and open the app at least once.
   On the new iOS device:
   • Install or reinstall Microsoft Authenticator.
   • Sign in with the same Apple ID and iCloud settings.
   • Open Authenticator; the backup should appear and allow restore.
   Backed-up content:
   • Microsoft personal accounts using only one-time codes: codes are restored.
   • Microsoft personal accounts with passwordless sign-in: only the account name is restored; sign-in must be done again.
   • Work or school accounts: only the account name is restored; sign-in must be done again.
   • 3rd party accounts (Amazon, Facebook, Gmail, etc.): one-time codes are restored.
   Note: Backups from iOS cannot be restored to Android, and vice versa.
2. If backup was not enabled or the platform changed (iOS → Android or Android → iOS)
   Authenticator cannot recreate the accounts automatically. Each account’s sign-in must be recovered using its own recovery options:
   • For Microsoft accounts: use alternate verification methods (SMS, email, recovery codes) offered on the sign-in page.
   • For work or school accounts (Microsoft 365): contact the organization’s IT/admin to reset MFA or add a new method.
   • For other services (banks, email providers, social media): use their account recovery flows (backup codes, SMS, email, support).
3. If locked out of a Microsoft 365 tenant as the only admin
   When the only global admin loses Authenticator access and cannot use any other method, recovery must go through Microsoft support’s Data Protection team:
   • Call the regional Customer service phone numbers - Microsoft Support and clearly state:
     • The issue is with Authenticator and Office 365 for business.
     • It is a company account.
     • There is only one administrator, who is locked out.
     • A service request is needed and must be escalated to the Data Protection team to reset MFA.
   • If direct contact fails, create a new trial Microsoft 365 tenant, go to the new tenant’s Admin Center → Support → Help & support, and open a ticket explaining that access is needed to a different, existing tenant where you are the admin. Provide tenant domain, admin sign-in, and error details. Support can then engage Data Protection to verify identity and reset MFA on the locked tenant.
4. If still signed in somewhere (PC or browser)
   If any session is still active for a Microsoft account:
   • Go to the account’s security or MFA settings.
   • Add a new sign-in method (another Authenticator registration, SMS, email, or security key).
   • Remove the old phone from the list of devices/methods.

For the future, always:

• Turn on Authenticator backup (iCloud on iOS) and open the app once after enabling it.
• Keep at least one backup MFA method (SMS, email, security key, or another admin account) for important accounts.

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References:

• Back up your accounts in Microsoft Authenticator
• Microsoft Authenticator FAQs
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - 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
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A