New phone - Microsoft Authenticator not populating

Question

I have changed phones recently. I had the Microsoft Authenticator on the first phone (battery expanded twice the size) I am unable to convert nor retrieve the accounts from the first phone to my new phone.

Please advise on how to proceed. I use Authenticator at work as well

Answer 1

If the old phone is no longer usable, recovery depends on whether backup was enabled before the phone failed.

1. On the new phone, install Microsoft Authenticator.
2. Try restore/recovery in the app using the same recovery account that was used for backup.
   • On Android, backup must have been turned on as Cloud Backup in Authenticator and stored in a Microsoft personal account.
   • On iPhone, backup requires iCloud Drive, iCloud Keychain, iCloud Backup, and the Authenticator toggle enabled under Saved to iCloud.
3. If restore works, expect this behavior:
   • Work or school accounts: only the account name is restored. Open each account and sign in again to complete setup. Seeing “Sign in to add your account.” is expected.
   • Personal Microsoft accounts: one-time password entries are restored, but passwordless accounts still require sign-in again.
   • Third-party accounts: one-time password entries are typically restored.
4. If restore is not available:
   • Verify backup had been enabled on the old phone.
   • Verify the same recovery account is being used.
   • Verify restore is being done to the same device type.
5. If the new phone is an iPhone and the backup still does not appear:
   • On the old device, the app must have been opened at least once before switching phones.
   • Authenticator must be version 6.8.33 or later.
   • On the new device, uninstall and reinstall Authenticator, then check again for the backup.

For the work account, if the account does not complete setup after restore, open the restored account entry and sign in again. If the organization enforces passkeys, set up a new passkey for the new phone before removing the old device. If self-service passkey setup is blocked, contact the IT admin or help desk.

If no backup exists, the accounts cannot be populated automatically. In that case, re-register the new phone for the work account from the Security info page by adding Microsoft Authenticator again, or ask the IT admin to reset MFA registration if sign-in is blocked. For work scenarios, do not erase or remove the old phone until sign-in on the new phone is confirmed.

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