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Authenticator App

Bethany Barbieri 1 Reputation point
2022-07-08T10:49:18.117+00:00

I got a new iPhone last week and one of my accounts did not move over on the authenticator app. I can’t access my account to get it set up and can’t access my old phone either, so I am pretty much screwed at this point. Any ideas of how to resolve? I contacted the customer service for the account I need to access but they’re not able to help and just keep telling me to contact Microsoft.

Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
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  1. Carlos Solís Salazar 17,791 Reputation points MVP
    2022-07-13T12:39:50.817+00:00

    Hi @Bethany Barbieri

    Thank you for asking this question on the **Microsoft Q&A Platform. **

    You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly installed app. Then sign on with recovery account to do the restore.

    You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.

    https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

    Hope this helps,
    Carlos Solís Salazar

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