Issues with Microsoft Authenticator app

Question

I have changed my mobile device and unable to sign in to Microsoft Authenticator app

Answer 1

Recovery depends on whether Authenticator backup was enabled and whether the affected account is personal or managed by a workplace or school.

If Authenticator backup was enabled

Backup restoration works only when moving between the same device type—iOS to iOS or Android to Android.^1^

• Android: Open Authenticator and select Restore from backup or Begin recovery before signing in, then sign in using the personal Microsoft account used for the backup.
• iPhone: Install and open Authenticator with the same iCloud account. The backed-up entries should appear; tap Sign in to restore your account where displayed.
• If Restore from backup is unavailable on Android, sign out of or remove existing Authenticator accounts so that the recovery option appears.

Restoration has important limitations:

• Personal and third-party 30-second verification codes can be restored.
• Passwordless credentials are not restored; sign in again to recreate them.
• Work or school credentials are not backed up. Only the account name is restored, and the account must be registered again.^2^

If this is a work or school account

1. At the Microsoft sign-in screen, select I can’t use my Microsoft Authenticator app right now or Sign in another way.
2. Use an existing SMS, email, security key, passkey, or other registered method.
3. After signing in, open Security info at https://aka.ms/mysecurityinfo.
4. Select Add sign-in method → Microsoft Authenticator.
5. In Authenticator on the new phone, select Add account → Work or school account, and scan the displayed QR code.
6. Complete the test approval, verify that sign-in works, and only then remove the old phone entry.

If no alternative sign-in method is available, contact your organization’s IT administrator or help desk and ask them to reset your MFA registration. You can then register Authenticator on the new phone.^3^

If this is the tenant’s only administrator account and it is completely locked out, contact Microsoft Support for tenant-access verification.

If this is a personal Microsoft account

1. On the sign-in page, select Sign in another way.
2. Use a registered recovery email, phone number, passkey, backup code, or other available method.
3. After gaining access, open the Microsoft account’s Security settings.
4. Under Advanced security options, remove the old Authenticator registration or reconfigure two-step verification.
5. Add Authenticator again and scan the new QR code.

If no alternative verification method is available, submit the Microsoft Account Recovery Form. Recovery is subject to Microsoft being able to verify ownership; Authenticator support cannot restore credentials when the required backup account itself is inaccessible.^4^

Do not erase the old phone, if it remains available, until sign-in with the new phone has been tested successfully.

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References

1. [Android](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#what-information-is-restored-in-authenticator)
2. Transfer Microsoft Authenticator account entries to a new phone
3. Unable to log into Authenticator app - Microsoft Q&A
4. Code notifications - Microsoft Q&A