Authenticator app and missing codes

Factory resetting the phone removes the stored credentials from Microsoft Authenticator, so the codes do not automatically reappear unless backup and restore were set up beforehand.

To recover access, follow the steps that match the previous setup and device type.

1. If using iOS and had backup enabled
   • Ensure iCloud Drive, iCloud Keychain, and iCloud Backup are enabled on the device. Learn how, Learn how, Learn how.
   • Install Microsoft Authenticator again.
   • Open Authenticator and use the restore option (for iOS, the backup is tied to iCloud).
   • After restore:
     • For Microsoft personal accounts and 3rd‑party accounts that use one‑time password codes, the codes will be available once restored.
     • For Microsoft personal accounts that also use passwordless sign‑in, and for work or school accounts, only the account names are restored; each account must be signed in again to re‑enable sign‑in.
2. If using Android and had backup enabled
   • Install Microsoft Authenticator.
   • Open the app and select Restore from backup or Begin recovery before signing in. If already signed in, sign out first. Learn how.
   • Sign in with the same personal Microsoft account used for backup.
   • After restore, sign in again on any account that shows Sign in to restore your account.
3. If backup/restore is not available or fails
   • For Microsoft personal, work, or school accounts: re-add each account by signing in again and completing the security verification (using SMS, email, or help from an organization’s help desk if it is a work/school account).
   • For 3rd‑party accounts (Amazon, Facebook, Gmail, etc.): sign in to each service and reconfigure its two‑step verification/TOTP setup to add it back into Authenticator.
4. If unable to restore because iCloud or backup account cannot be accessed
   • If iCloud access is the problem on iOS, contact Apple Support using the link in the documentation.
   • If restore still cannot be completed for other reasons, add the accounts again manually following the provider’s instructions.

Going forward, ensure backup is enabled in Authenticator (and iCloud/Google backup as applicable) so codes can be restored after device resets or replacements.

References:

• Back up your accounts in Microsoft Authenticator
• Restore account credentials from Microsoft Authenticator