Microsoft authenticator, cannot recover my backup

Luca Girotti 71

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?

Anonymous

2022-05-06T18:20:08.33+00:00

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??
LSP 26 Reputation points

2022-05-06T21:16:52.663+00:00

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!!
Jason B 6 Reputation points

2022-05-06T21:29:17.137+00:00

Just got a new iphone today and cannot restore from iCloud. "Something went wrong. Please report an issue using the Send feedback option". Tried restart, delete and reinstall Microsoft app, made sure iCloud drive enabled etc. Following for a solution.
LSP 26 Reputation points

2022-05-06T21:39:39.43+00:00

Yeap... My actually starts the recovery process, and then once it starts to sync it says "Unable to recover. Something went wrong. Please send us logs using the Send logs option.". I get on a vicious cycle... Sigh...
Matt Leung 21 Reputation points

2022-05-07T00:48:31.813+00:00

I have the same problem!
Microsoft VIP 16 Reputation points

2022-05-07T04:43:11.48+00:00

“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.
Roberta Previtali 1 Reputation point

2022-05-07T11:40:36.09+00:00

Same problem here, moving from iPhone 11 to 13, both on 15.4.1.
I still have the old one working but I can’t restore the iCloud backup in the new one.
Glad to know I’m not alone but I’m stuck with the error, I can’t reset the old one before completing Authenticator migration.
risolis 8,701 Reputation points

2022-05-07T12:03:57.823+00:00

Let me try it this if you do not mind : )

https://www.payetteforward.com/iphone-backup-failed-notification-fix/

Regards
Eric P 1 Reputation point

2022-05-07T18:23:22.887+00:00

Same problem. Upgrading from iphone8 to a 13 pro. I've tried several combinations of logging in and out, deleting the app, updating both.

I still have the iphone 8 up and running on wifi. In fact, it got the notification to let me log in here and post this reply, instead of the new phone getting the notification.

The only thing I haven't tried is logging the ip8 out.

I did try logging the 13 pro out of itunes and back in, reinstalling the authenticator app, etc. it throws that same error message every single time.

Also, I noticed that the 13pro won’t keep the backup feature on. It does SEE the backup from the ip8.

Also, when I try to delete the backup that was created from the ip8 (from either the ip8 app or the 13pro app) it acts like it deleted, but the confirmation window just says "cancel" at the end.

I picked a frustrating time to try to upgrade phones.
Tung Le 1 Reputation point

2022-05-07T18:30:37.037+00:00

Glad to know I'm not the only one, just upgraded from iphone 8+ to iphone 13 pro and cannot restore the app from icloud backup, same problem with "Something went wrong" message
Jason B 6 Reputation points

2022-05-07T19:56:12.117+00:00

Here are more details for my situation. I am trying to restore my authenticator backup from iPhone 13 pro to iPhone 13 pro due to cracked screen. I just did this same process recently from my iPhone 12 pro to iPhone 13 pro so I know the restore Microsoft Authenticator from iCloud is supposed to work. I am on Microsoft Authenticator 6.5.96, iOS 15.4.1 on both phones.

Another test i did today. On my new iPhone 13 pro, i manually added an account to Microsoft Authenticator, but then when i click the slider to backup to iCloud I actually get the same message I get from trying to restore! So now my new phone can't even back up MS Authenticator settings. "Something went wrong. Please report an issue using the Send feedback option"
Kei Sm 6 Reputation points

2022-05-08T19:15:02.203+00:00

I just lost about everything! Microsoft Authenticator stored the 2fa for bitwarden with all my passwords. My phone died so I thought no big deal good thing I backed everything up...NOT! The Authenticator failed to restore and now I have access to nothing! Including a friend that I have talked to every day on Whatsapp for over a year..I lost my Google email account and my Google voice number that I used for everything! Ugh. Don't listen to big tech when they say use 2fa just write everything down and stick it in your wallet. I'm trying to recover my bank and crypto info now what a huge headache! I don't recommend anyone use Microsoft Authenticator.
Kei Sm 6 Reputation points

2022-05-08T19:21:52.28+00:00

This is the error I'm getting on Android
VASS Dimi 1 Reputation point

2022-05-08T19:45:39.623+00:00

Same !
LSP 26 Reputation points

2022-05-08T19:59:06.963+00:00

Same exact issue. Bitwarden has everything and I can't restore. Been with Microsoft for the past 2 days from morning to night being transferred everywhere and they all say it's working fine on their side... I highly doubt that. Yes, you can create, but you can't restore? What? Even if you backed up... you can't restore. Irritated... annoyed... angry.
VASS Dimi 1 Reputation point

2022-05-08T20:03:12.6+00:00

The problem occurs even when you try to create a new backup for a new personal account . Wireless or cellular, android or ios
medkod 11 Reputation points

2022-05-08T20:25:19.29+00:00

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.
JPinner 11 Reputation points

2022-05-08T22:35:09.407+00:00

What are our options here?? We can't be without the Authenticator app working.
Luigi Zurolo 51 Reputation points

2022-05-08T23:05:18.513+00:00

I logged the same exact issue https://learn.microsoft.com/en-us/answers/questions/840428/an-error-occurred-while-connecting-backup.html?childToView=840539#answer-840539 and there are other thread too on the same error, lot of people having it and I still see the same provided suggestions like a robot, no-one taking it seriously and trying to help.

The fact is not just the restore, even if you add the account instead and start (re)adding the accounts you lost you won't be able anyway to enable backup again because it gives the same error there too.
risolis 8,701 Reputation points

2022-05-09T01:14:10.713+00:00

Hi @Luigi Zurolo

Thank you for your feedback,

I apologize for the issue but I am not a Robot, I am real person so, you can see my real name on any response I am just helping like you or any other on this community.

Now going back to the main concern here as well as I have kept mentioning previously on any response give, I can not be sure or not what or where the issue might be but... I was taking a look at my app version from the google play store (for Android mobile) that there was an update few days ago... You or any other person here could review it.

So, I have thought that a possible way to have a fix or workaround is to downgrade the MS authenticator app by going to the following site below:

https://azure-authenticator.en.uptodown.com/android/versions

Having said that, if the scenario or trigger was due to the update made on it days ago( Friendly reminder "Please check it on your mobile") so, why not to downgrade to any other working version!

Thank you all : )
Kei Sm 6 Reputation points

2022-05-09T01:36:13.767+00:00

I tried to download yesterday and even tried to restore on a different phone with different app version. The result is the same. It's an Azure issue not an app issue. There is a disconnect with where our data is stored.
risolis 8,701 Reputation points

2022-05-09T02:07:06.843+00:00

@Kei Sm

Having all of this in mind.... It is recommend it to move this into Azure support by clicking below.

https://support.microsoft.com/en-us/contactus

An advice given in order to address this is to get through Billing/ Account management department.

Thx!
Mateo Perez 11 Reputation points

2022-05-09T04:04:39.75+00:00

I am having the same issue. Unable to restore from backup on my iPhone. Even tried on my iPad, and it gives me the same error message. I even created a new outlook email account and tried to save a brand new backup, and get the same error message.
Luigi Zurolo 51 Reputation points

2022-05-09T05:59:06.53+00:00

Hi @risolis ,

Apologies for that but I meant the same common standard suggestions on all threads of the same new evident issue.

Latest app version is from 25 April and as said already in my thread I've tried older versions up to 2021, first thing tried myself being a software engineer.

The issue is there on ALL versions and again considering the Unknown request error seems something changed at MS side and the app perhaps doesn't implement that.

Being said that I've already contacted MS support and they redirect me here being an app issue, whatever changed at MS side, unless there is a big outage, the app dev team should look and implement/fix, so the appropriate section is here.

There are many threads on MS Answers as well so the issue is wide!

Perhaps now it is the time to open an incident inside and get the right team to investigate rather then providing standardize answers.

I hope it is clear what I meant and I still don't get why you don't want to acknowledge there is an issue and track it internally.

Thanks.
risolis 8,701 Reputation points

2022-05-09T06:40:43.747+00:00

@Luigi Zurolo

I fully understand what you are stating as well as any of you and it is ok.

Now I have not said or I have not acknowledged what the issue is and the impact made for any of you. You might see it and verify it for your self on this thread below:

https://learn.microsoft.com/en-us/answers/questions/840503/microsoft-authenticator-for-android-cloud-backup-n.html

Also, I went ahead and reported it too...

Thank you for contacting Microsoft Support - a support case has been opened for you.
For your reference:
Case #: 1038852XXX

-Checked the admin center for outlook/debugs logs from the app itself as many other things just to help but maybe you are right but idk.

Hope this is solved shortly.

Have a good day and thank you.
Luigi Zurolo 51 Reputation points

2022-05-09T07:42:37.213+00:00

Hi @risolis ,

glad to hear you escalated the issue, at least we know there will be someone looking at that.

Please remember this is not necessarily Azure thing, also what you suggested in the thread you linked me where it talks about AAD endpoints. MS Authenticator requires a MS personal account to connect to a backup (whether it is stored) so nothing to do with ROPC flows .. which btw those are developer things (like the Android AppCompact view, the locks and so on) not that we can change those inside the app, if any of those items might even be the issue.

Please update us if you get any feedback.

Thank you.
David 6 Reputation points

2022-05-09T08:09:21.1+00:00

Hi! I have same problem. I need to export all config to import in other phone but I have an error when I'm trying to export with my Android Device.

Any solution???
thanks
Andrew Slone 6 Reputation points

2022-05-09T09:14:41.45+00:00

Same issue since Saturday. Try to get tech press interested, that seems to be the only thing that they pay attention to. I tweeted at Bleeping Computer already.
Marek Bubień 6 Reputation points

2022-05-09T10:32:56.877+00:00

Hi, I have same issue from today. Removing and adding MS authenticator didnt fixed problem.
Problem appeared after upgrading my phone to android 12 (maybe it's a coincidence).
vilu 6 Reputation points

2022-05-09T10:42:50.39+00:00
I’m having the same issue here too.
Tried to restore a backup made on old iPhone to the new iPhone and it just fails every time. Also getting a message about sending logs.

I’ve tried

remove the backup and create a new one on old phone

restore the backup by using all possible username aliases

remove and reinstall the app for the new phone

restore the backup by using an app password made in my microsoft account settings

I always get the same error message which basically doesn’t tell anything why the restore failed.

I have too many accounts to just add them manually for the new phone. Please fix this issue.
Roy Nagel 1 Reputation point

2022-05-09T11:07:35.657+00:00

Same issue here on android phone.
Had a backup made today, as I could read on my old phone.
Removed the app from my old phone, downloaded the app on my new device.
Tried to restore, same error.

Edit: I tried to install the authenticator on my old phone again and tryd to restore the back-up, still same error.
Jesse Peltonen 6 Reputation points

2022-05-09T11:12:38.977+00:00

Having same issue
Meow 6 Reputation points

2022-05-09T14:15:33.147+00:00

It has been three days and Microsoft does not want to fix... I should not have reset my phone today!
Michael C 16 Reputation points

2022-05-09T14:33:16.547+00:00

I have same problem, I just got a new Android phone few days ago and trying to recover my authenticator and receive "unable to recover" error a lot of times, but I was managed to recover successful once, then because I played around with phone lock settings and causing issues with authenticator (some people said need to re-authenticate after change finger print), so I removed authenticator data and try to recover again, now I'm getting same error message and still unable to recover.
Meow 6 Reputation points

2022-05-09T15:09:53.47+00:00

Nothing related to this.
Matteo Milani 1 Reputation point

2022-05-09T15:29:58.283+00:00

Some problem.
Help me!!!

Jordan Bradford 1

I got a replacement iPhone 11 Pro on Saturday and I'm having the same problem -- I can't restore from my iCloud backup and I instead get the generic "Something went wrong. Please report an issue using the Send feedback option." message. I've sent an error report through the app.

In the diagnostic data, these entries stand out to me:

2022-05-09 16:01:30.311 VERB PhoneFactor 0 TID=59 191 (getContainer(containerIdentifier:desiredKeys:completionHandler:errorHandler:)) CloudKitContainer obtained.
2022-05-09 16:01:30.313 VERB PhoneFactor 0 TID=59 245 (getBackupAsync(backupName:mode:completionHandler:errorHandler:)) Successfully downloaded the backup, backup.isEmpty == false
2022-05-09 16:01:30.315 VERB PhoneFactor 0 TID=59 45 (retrieveMetadata())
2022-05-09 16:01:30.317 VERB PhoneFactor 0 TID=59 80 (readObjectFromFile(_:)) Unarchiving object.
2022-05-09 16:01:30.319 VERB PhoneFactor 0 TID=59 54 (deleteMetadata())
2022-05-09 16:01:30.320 INFO PhoneFactor 0 TID=59 69 (retrieveBackupData(_:)) Backup exists, and it's owned by other devices (or the associated MSA does not exist in the app).

This seems to indicate that the restoration is either failing because the app can't be linked to the Microsoft account (MSA) that's associated with the backup, or because the backup can only be restored on the same device that created it. Either way, for all of us who have replaced our phones, our backups are currently worthless.

Luigi Zurolo 51 Reputation points

2022-05-09T16:09:12.247+00:00

Hi @risolis ,

do you have any update on the escalated issue? More and more threads and comments have been coming along the day of many users unable to use the backup service.

Thank you.
Meow 6 Reputation points

2022-05-09T16:13:39.447+00:00

I swear I’ll ditch Microsoft Authenticator after I can restore. It is unbelievably unreliable.
Richard Hay 1,231 Reputation points Microsoft Employee

2022-05-09T16:35:47.853+00:00

Hey Luigi and everyone else experiencing this issue - Ricardo will not have any updates from the team as he is one of our volunteers. However, I am reaching out to the Authenticator team to see about getting someone in here to provide some assistance or an update.

Thanks for your patience.

Richard Hay
Community Manager for Microsoft Q&A
Luigi Zurolo 51 Reputation points

2022-05-09T16:39:28.95+00:00

Wonderful @Richard Hay , thank you very much!
LSP 26 Reputation points

2022-05-09T16:58:33.36+00:00

I'm going to be honest here. It's been over 3 days and I've had it- going 4-6hrs, day to day, with customer service, technical team, and account team with Microsoft with no resolution. Instead of spending more hours or half days with Microsoft to more days where I can't access any of my accounts I've made a final decision: yesterday I called out to ALL the 20+ accounts I have that was in the Authenticator app and had those accounts fully reset. It took me about 7 hrs to get all my banks, work, and personal accounts resetted...

I've decided to no longer use Microsoft Authenticator. The rest of the day: I got myself 3 Yubico flash hardware authenticator. This will never happen again (unless I somehow lose all 3 flash keys!). BUT yes, I can't rely on this happening again. It's too time consuming, too much of a hassle, and you get what you pay for... Microsoft Authenticator being free-this is what you get. I'm taking action and putting myself in more control this time.

Good luck everyone!
Deyan Petrov 1 Reputation point

2022-05-09T17:15:19.097+00:00

Same happening to me, trying to backup/restore from a 3-year old Android to a brand new Android phone, and getting this abstract error ... it seems that the recovery almost succeeds, I see for a second the account created in the background (in the app installed on the new phone), but then the errors pops up and the account is removed. This has to be fixed ASAP ...

Funny that it took me less than a minute to export/import Google Auth accounts using the QR-Code option there ...
Alessandro Sanches 1 Reputation point

2022-05-09T19:14:18.1+00:00

I Have the same problem here.
OzarkCDN 1 Reputation point

2022-05-09T19:35:24.683+00:00

Another me too - failed to restore backups on both my android phone and iPad
James Duffy 1 Reputation point

2022-05-09T20:41:13.127+00:00

PLEASE did you get a response? Im locked out of a TON of places because I just reset my phone and am having the same issue. I have never had any issues in the past restoring from a backup and yet now all of a sudden its failing!
Luigi Zurolo 51 Reputation points

2022-05-09T21:09:46.347+00:00

Not yet, we are all waiting! At least we have now someone from MS jumping in .. hopefully the importance and wide impact of this issue is seen now after the lost weekend :-(.
Ahmet Turk 1 Reputation point

2022-05-09T21:13:34.433+00:00
I've contacted with Support team yesterday. I write below the last conversations:

Allow me 2 minutes let me check with my resources.

There seems to an ongoing issue. May I escalate the case for you?

Please be advised that it might take 24-72 hours for them to validate and to work on the issue.. Please make sure your phone/email is in active state to receive any update regarding the issue, I will personally follow up with you on this case once we receive any feedback from them.

I have noted your concern on high priority basis and it will be shared with the higher team. Because you are our valuable customer.

Please give us sometime to get the issue fixed.

Support Team tried to be kind and support but how a company like Microsoft can't fixed it for 3 days. I couldn't understand.

People who want to contact the live chat. You can do that at this link: https://support.microsoft.com/en-us/home/expcontact?SourceApp=smcexp1&ContactUsExperienceEntryPointAssetId=Bing
Michael C 16 Reputation points

2022-05-10T01:42:24.603+00:00

Woohoo, I just tried again and successfully restored my authenticator.
Jordan Bradford 1 Reputation point

2022-05-10T01:54:28.123+00:00

ME TOO!
Mateo Perez 11 Reputation points

2022-05-10T01:56:54.307+00:00

Just restored from backup. Looks like they finally fixed the issue.
Matt Leung 21 Reputation points

2022-05-10T02:09:09.987+00:00

I can verify it is working for me.
Anonymous

2022-05-10T03:48:27.957+00:00

started working again but what was wrong with Microsoft?
Matt Leung 21 Reputation points

2022-05-10T04:31:38.143+00:00

Related?

https://www.cnet.com/tech/gaming/xbox-gamers-pestered-by-issues-over-the-weekend-into-monday/
Roy Nagel 1 Reputation point

2022-05-10T05:43:10.83+00:00

Can confirm, I was just able to restore a back-up.
Luigi Zurolo 51 Reputation points

2022-05-10T05:49:33.077+00:00

I also confirm that it is working again now!!!

Would be nice to know what was wrong please?

Thank you @Richard Hay !
LSP 26 Reputation points

2022-05-10T06:13:07+00:00

Funny... after I finally decided to get out of Microsoft Authenticator after 3, now almost 4 days, they finally fixed it. Even though I already reset all my accounts, I can confirm that restore/backup functions are now working as well. Glad my "good luck everyone" from my last post went well, lol.

Still not going to use this anymore though... can't go through 3 days without my accounts again!
Kei Sm 6 Reputation points

2022-05-10T17:58:40.067+00:00

THANK YOU THANK YOU THANK YOU. I JUST GOT MY LIFE BACK! WHAT A SCARY 4 DAYS
Richard Hay 1,231 Reputation points Microsoft Employee

2022-05-10T18:43:26.937+00:00

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
A Bear 1 Reputation point

2022-05-11T00:48:32.513+00:00

Uh, no?
vilu 6 Reputation points

2022-05-11T19:30:37.567+00:00

It works and I was able to restore my backup.
Cheers guys!
Ken Elmer 0 Reputation points

2023-09-20T10:59:45.6166667+00:00

I also have the same issue with my new android phone:

Unable to recover

Your backup is not stored with xxx.xxxxx@outlook.com. Try signing in to a different personal Microsoft account.

But it was backed up, and I havent got another account.
Sha-8197 0 Reputation points

2023-10-27T07:57:01.3466667+00:00

@Ken Elmer am facing the same issue. Were you able to restore the backup? @risolis , Richard Hay Can you please provide any help here? I've contacted the support team and spent many hours but they weren't able to resolve, they finally asked me to check in the forum here. Can you guys please help me in restoring the backup?

8 answers

Karima Anwer Hamed Ail 91 Reputation points

2022-06-01T22:04:54.527+00:00

keep it clear and concise.
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Karima Anwer Hamed Ail 91 Reputation points

2022-06-01T22:06:46.183+00:00

nice
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Karima Anwer Hamed Ail 91 Reputation points

2022-06-01T22:06:04.553+00:00

Keep it clear and concise
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Ken Elmer 0 Reputation points

2023-11-14T11:01:27.68+00:00

I managed to wake up my old phone just long enough to create a new backup, then restore that to the new phone.
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