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GarciaSantiagoIvan-0585 avatar image
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GarciaSantiagoIvan-0585 asked JamesTran-MSFT edited

Got new phone lost everything

I just got a new phone last one broke so now as soon as I got on and went in to sign in for the Authenticator it didn’t have my recovery codes and everything else and everything was gone now I can’t get into any of my accounts and they are lost forever until I get them back but I think that will happen I really hope someone can help please and thank you

microsoft-authenticator
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JamesTran-MSFT avatar image
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JamesTran-MSFT answered JamesTran-MSFT edited

@GarciaSantiagoIvan-0585
Thank you for your post!

When it comes to the Microsoft Authenticator app, if you enabled the Backup and Recovery feature you should be able to recover your account credentials, but you have to first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. To do this, you can try deleting the app from your old device, AND tell Microsoft or your organization to forget and unregister the old device.

  • To remove the app from a device using a personal Microsoft account. Go to the two-step verification area of your Account Security page and choose to turn off verification for your old device.

  • To remove the app from a device using a work or school Microsoft account. Go to the two-step verification area of either your MyApps page or your organization's custom portal to turn off verification for your old device.

For more info - Common problems with the Microsoft Authenticator app


If you have any other questions, please let me know.
Thank you for your time and patience throughout this issue.


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