Locked out of Authenticator app

Question

I am unable to log in to my Authenticator app since I changed my phone. My last one broke, and I was unable to back everything up and transfer to my new phone. Now when I log into my Authenticator app, I'll go through the recovery process and when it asks me to confirm my identity, it's asking for an Authenticator code, which I am already IN Authenticator itself, therefore there's no way for me to get a code to unlock it. Hope that makes sense. I desperately need access to it, as it contains my 2FA codes for access to several accounts I have and use often, including my outlook email. I've submitted several recovery request forms to no avail because Microsoft ignores them when you have 2FA on your accounts.

Now I just realize that all Microsoft stores were closed - missed the headline on that one - so I can't speak to someone to help me. How can I get access to my Authenticator app without an Authenticator code, OR speak to someone at Microsoft who can help?

Answer 1

You said to make sure no accounts have been added, but I had to add my alternate email. Can I just delete that account and proceed with your instructions to sign on with the recovery account?

My lord this is a headache...

Answer 2

You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install 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

--please don't forget to upvote and Accept as answer if the reply is helpful--

Answer 3

Thanks for the follow-up. No progress.

I am trying to recover my Hotmail account but need to access my Microsoft authenticator first. They are both Microsoft, and I don't have a Microsoft cloud account (to my knowledge).

I am attempting to recover from an iPhone, if that helps out any..

Answer 4

I'm still not sure how to access the backup. I've gone to settings and turned on iCloud backup, but then a window pops up saying that I already have a backup on another device (my old phone). My options were to either 'Replace backup" or cancel. I just (accidentally) replaced the backup. How should I proceed?

Answer 5

Well I had to add my alternate Hotmail account to the Authenticator app to attempt to recover that way. Can I just delete it and proceed?