Microsoft Authenticator Android backup exists, but Restore from backup option is missing

Question

Question:

I am using Microsoft Authenticator on my Samsung Galaxy S25 Ultra running Android.

My existing cloud backup is visible in the app. The backup was created on October 3, 2026, and last updated on October 29, 2026. However, the “Restore from backup” or “Begin recovery” option is missing.

I have already tried reinstalling the app and clearing its cache, but the issue persists.

I urgently need to restore my third-party Shopify 6-digit TOTP credential from the existing backup. Shopify requires this code to disable two-step authentication, and I currently cannot access it.

I have contacted Microsoft Support under case number 7111013891 and shared a screenshot of the backup details.

Could a Microsoft Authenticator specialist explain why the restore option is missing and advise on a safe recovery procedure?

I do not want to delete the existing backup or remove my remaining authentication accounts without understanding the risks.

Thank you.

Answer 1

The restore option appears only when Authenticator is signed out, so preserve the cloud backup, secure alternative access to the remaining accounts, then remove the app’s local account data and select Restore from backup before signing in normally.

Safe Android recovery procedure

Your cache clear and reinstall did not create the required signed-out recovery state. Microsoft defines signing out of Authenticator as removing all accounts; on Android, the supported way to remove all local accounts is clearing the app’s data, not merely its cache.^1^

Before doing that:

1. Do not turn off Cloud Backup. Turning off Authenticator → Settings → Cloud Backup and confirming OK deletes the cloud backup.^2^
2. Record the personal Microsoft account shown as the backup/recovery account and the backup timestamp.
3. For every account currently working in Authenticator, establish another sign-in method or recovery code first. Clearing data has no undo and removes this phone’s ability to verify those sign-ins.^1^
4. Confirm that the backup originated on Android. Authenticator backups can be restored only to the same device type; an iOS backup cannot be restored to Android.^3^

Then perform the recovery:

1. On the Galaxy phone, open Settings → Apps → Authenticator → Storage or Storage & cache.
2. Tap Clear data, then OK.
   Risk: this removes every Authenticator account stored locally on this phone; it does not instruct Authenticator to delete the cloud backup.^1^
3. Open Authenticator.
4. Before adding or signing in to any account, select Restore from backup or Begin recovery.
5. Sign in with the same personal Microsoft account shown as the recovery account for the existing backup.
6. Confirm that the Shopify entry appears and generates a six-digit code. Third-party 30-second one-time-password entries are included in supported backup and restore.^3^
7. Test the Shopify code before changing or removing anything else. Work or school accounts may restore only their names and require sign-in or registration again.^3^

If the restore option is still absent

The documented checks are:

• The original backup was enabled.
• The recovery account is the same Microsoft personal account used for that backup.
• The source and destination are both Android.^3^

Do not create a new backup, change the recovery account, or toggle Cloud Backup off while investigating; those actions can replace or delete the backup.

If all three conditions are satisfied but recovery still does not appear, update the existing Microsoft support case with:

• Authenticator version and Android version
• Screenshot showing the recovery account and backup timestamp
• Confirmation that app data, rather than only cache, was cleared
• Confirmation that Restore from backup remained absent before any account was added

If Shopify is not present after a successful restore, Authenticator has no separate older-backup selector documented here. Use Shopify’s account-recovery process or a previously saved recovery code to reset two-step authentication; do not repeatedly overwrite or delete the existing Authenticator backup.

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References

1. How to sign out from Authenticator
2. [Android](https://support.microsoft.com/authenticator/back-up-your-accounts-in-microsoft-authenticator#more-help-with-authenticator-backup)
3. Transfer Microsoft Authenticator account entries to a new phone