Authenticator problem

Question

Authenticator problem

Karel Přemyslovský 0

Hello there, i have problem with my authenticator. Few time ago i have IphoneX from there i transfer my authneticator to Iphone 7 and now, here are the problem. If i try transfer my authentication to Iphone 16 6 month ago, transfer not complete and i have "new celar acc" after that i think im rewrite my backup. Can you try to find my backup? if it posible. I try lot of technique to solve this, but not work. I can authorise myself by anything you want. Thank you Karel.

Pauline Mbabu 1,840 Reputation points Microsoft Employee

2026-04-14T21:05:02.64+00:00

Hello Karel, thank you for explaining the situation in detail. Unfortunately, Microsoft cannot manually locate or recover a Microsoft Authenticator backup for you, because backups on iOS are stored entirely in your Apple iCloud and iCloud Keychain and are encrypted and controlled by Apple, not Microsoft; if the restore was interrupted and the app was opened as a new clean account, the previous backup may have been overwritten and is no longer recoverable. If an iCloud backup still exists, the only supported recovery path is to uninstall Microsoft Authenticator, ensure iCloud and iCloud Keychain are enabled for your Apple ID, then reinstall the app and choose the restore flow before signing in; if no restore prompt appears, it usually means no valid backup is available. When a backup cannot be restored, accounts must be re-added manually by signing in again or contacting the service owners or your organization’s IT admin to reset MFA or provide new QR codes. You can review the official guidance on backup and restore at https://support.microsoft.com/en-us/authenticator/restore-account-credentials-from-microsoft-authenticator , and if you are fully locked out of a personal Microsoft account, use the account recovery process at https://account.live.com/acsr.

Your answer

Pauline Mbabu 1,840 Reputation points Microsoft Employee

2026-04-14T21:05:02.64+00:00

Hello Karel, thank you for explaining the situation in detail. Unfortunately, Microsoft cannot manually locate or recover a Microsoft Authenticator backup for you, because backups on iOS are stored entirely in your Apple iCloud and iCloud Keychain and are encrypted and controlled by Apple, not Microsoft; if the restore was interrupted and the app was opened as a new clean account, the previous backup may have been overwritten and is no longer recoverable. If an iCloud backup still exists, the only supported recovery path is to uninstall Microsoft Authenticator, ensure iCloud and iCloud Keychain are enabled for your Apple ID, then reinstall the app and choose the restore flow before signing in; if no restore prompt appears, it usually means no valid backup is available. When a backup cannot be restored, accounts must be re-added manually by signing in again or contacting the service owners or your organization’s IT admin to reset MFA or provide new QR codes. You can review the official guidance on backup and restore at https://support.microsoft.com/en-us/authenticator/restore-account-credentials-from-microsoft-authenticator , and if you are fully locked out of a personal Microsoft account, use the account recovery process at https://account.live.com/acsr.