Microsoft Authenticator app

Question

Recovery codes not appearing in the Microsoft Authenticator app

Answer 1

If recovery codes or account credentials are not appearing in Microsoft Authenticator after restore, the supported behavior is:

• Work or school account credentials are not backed up. Only the account name is restored. Those accounts must be signed in and registered again on the new device.
• Microsoft personal accounts and third-party accounts can restore one-time password codes if backup was enabled before.
• Passwordless credentials are not backed up. Only the account name is restored, and sign-in is required again.

Use the matching recovery path:

1. On Android
   • Open Authenticator.
   • Select Restore from backup or Begin recovery before signing in.
   • Sign in with the same personal Microsoft account used for backup.
   • If the backed-up accounts appear, sign in and register any work or school accounts again.
   • If Restore from backup is missing, sign out of or remove all accounts first, then try recovery again.
2. On iPhone
   • Make sure iCloud Drive, iCloud Keychain, and iCloud Backup are enabled.
   • Install and open Authenticator.
   • Backed-up one-time password codes and account names should appear.
   • For any account showing Sign in to restore your account, tap Sign in, then enter the password and complete the extra verification.
3. If “Action required” or “Sign in to restore your account” appears
   • Open the account in Authenticator.
   • Tap the recovery/sign-in option.
   • Enter the password and complete the additional email or phone verification.
4. If nothing can be restored
   • If access to the backup account is unavailable, recovery is not supported through Authenticator support.
   • For other restore failures, the accounts must be added again.
5. If the missing account is a work or school account
   • Re-register it in Authenticator after restore.
   • If issues continue, send logs from Authenticator using Send feedback and contact the IT admin.

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• Restore one-time password codes in Microsoft Authenticator | Microsoft Support
• [Android

What information is restored in Authenticator?](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#what-information-is-restored-in-authenticator)

• [iOS

Unable to restore Authenticator account credentials](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#unable-to-restore-authenticator-account-credentials)

• [Personal accounts If you tried all of these steps and are still having issues, we recommend sending your log files for diagnostics. Open the app, go to the app's top-level menu, and then select Send feedback. After that, contact Support or go to the Microsoft Authenticator app forum and explain the problem you're seeing and the steps you tried.

Work/school accounts

If you tried all of these steps and are still having issues, we recommend sending your log files for diagnostics. Open the app, go to the app's top-level menu, and then select Send feedback. After that, reach out to your IT admin.](https://support.microsoft.com/authenticator/troubleshoot-problems-with-microsoft-authenticator)