question

LucaGirotti avatar image
14 Votes"
LucaGirotti asked KarimaAnwerHamedAil-7544 commented

Microsoft authenticator, cannot recover my backup

Hey everyone,

I am currently trying to recover my Microsoft authenticator backup on my iPad. Whenever I select "Recover backup" it lets me login but then I get the following error: " Something went wrong" and basically it either lets me select ok or send the file log. I have created my iCloud backup on my iPhone, I tried to removing it and replacing it with a more recent one, and I have also tried to restart and update my iPad, nothing changed.

How can I fix this?

microsoft-authenticator
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I am also having this same issue. I verified that I had a backup, and even deleted and created a new one on my old phone. icloud is turned on, the app is turned on, and my new phone sees that there is a backup on my old phone. It just keeps telling me something went wrong. It seems like this is an issue that should be looked into asap as many people rely on this for their work. Microsoft, you're a huge company with every resource anyone could ever need. How is this still an issue??

3 Votes 3 ·

199882-0ccdda77-a839-41dd-9274-90777e8a4e3d.jpeg


“Something went wrong. Please report an issue using the Send feedback option.” I have sent out the logs already to Microsoft and tried to remove the existing iCloud backup, reboot iOS device, update iOS through iTunes, reinstall the Microsoft Authenticator app, I got the same result as above photo. No solution at the moment.

My mobile is Apple iPhone 13 Pro Max with iOS 15.4.1.

3 Votes 3 ·

Woohoo, I just tried again and successfully restored my authenticator.

3 Votes 3 ·

ME TOO!

0 Votes 0 ·

I have an update from the Authenticator team on this situation:

Quote

Hi everyone - This is the Microsoft team responding. We apologize for the inconvenience caused with the Authenticator backup and restore not working as expected. We identified a backend change that caused the issue and have since fixed it. If you have any further issues with this, please engage with us on the live Chat option here. Thanks.

Unquote

Rich
Community Manager
Microsoft Q&A


3 Votes 3 ·

Thought I was the only one having issues... been 3 days now and still cannot recover... all my accounts I can't log in because microsoft is storing all my passwords, etc. and I can't recover on my new phone!!

2 Votes 2 ·
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medkod-4143 avatar image
2 Votes"
medkod-4143 answered

Hi,

My phone was stolen the other day, and I just got a new one. I have multiple accounts that have 2FA. Fortunately, on these accounts, I have a second method for authentication and I had to go to every one of them and try to activate the 2FA with an app manually again.

I Still need to connect to some websites that I don't have a second method of connection on them. So, I'm still stuck and need to restore my account.

This is serious guys, please do your best to fix this asap.

Regards.

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SkhanPN-3893 avatar image
0 Votes"
SkhanPN-3893 answered bh7759-8707 commented

Hi All,

I see many users have confirmed that now the issue is fixed, but now I've landed into another trouble.
Till yesterday I was able to see the same error message some thing like "unable to restore, something went wrong please send log using send logs options"
Now I'm getting this error "Your backup is not stored with <my email>. Try signing in to a different personal account".

I'm sure that in this account I've stored my backup and this is my only personal account.

PS: while trying to check on previous error which everyone was reporting, I remember yesterday I tried downloading the previous versions of the Authenticator app, I assume since then my error message got changed.

Could some advice, it's been 4 days and I've a major impact on my work as well as personal profile.

Thanks

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The question is, did you ever set it up to "backup" and sync to that account. Even though you connected it, you must set it to backup manually in the settings. I'd say log out and clear your cache and try again mIf same thing, I'm assuming it's the first thing I mentioned... then again, who really knows? Might want to create a new thread as well? Idk... good luck!

0 Votes 0 ·

Yes I've set-up backup to that account and that option was enabled for my account

0 Votes 0 ·

Maybe in app you disabled backup temporary for testing (lik I did)? It seems that move delete backup from server.

0 Votes 0 ·

i just lost all my tokens as i was sure the backup was on... i tried just to recreate on another phone just a couple of token, enable the backup, it says that all tokens are saved and when i try to restore it says that there are no backups...

0 Votes 0 ·

It is not just you, I am having the exact same problem you are describing. I was very intentional about backing this up, and now I am locked out of a couple of accounts I need access to and it is a big problem. I am working on alternative id verification, but in at least one case it is looking like it may not be possible to recover the account if I cannot get this backup restored.

0 Votes 0 ·
AhmetTurk-8332 avatar image
0 Votes"
AhmetTurk-8332 answered

Cheers guys!! 3-4 days were nightmares for us. I've spent my time with Microsoft Support Team in 3-4 days. Finally, they could understand the problem caused by them. Thank you all wrote the issue here or anywhere.

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abear-1611 avatar image
0 Votes"
abear-1611 answered

Looks like it's finally fixed. I was able to recovery my 2FA code accounts. However, Microsoft invalidated my password.

Given the face that the restore feature wasn't working for a number of days and Microsoft is forcing everyone to reset their password, I'm guessing there was an undisclosed data breach.

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KarimaAnwerHamedAil-7544 avatar image
0 Votes"
KarimaAnwerHamedAil-7544 answered KarimaAnwerHamedAil-7544 commented

How to write a quality answer on Microsoft Q&A?

· 1
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KarimaAnwerHamedAil-7544 avatar image
0 Votes"
KarimaAnwerHamedAil-7544 answered KarimaAnwerHamedAil-7544 commented

keep it clear and concise.

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KarimaAnwerHamedAil-7544 avatar image
0 Votes"
KarimaAnwerHamedAil-7544 answered

Keep it clear and concise

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