Authenticator app

Factory reset removes all data from the phone, including the stored credentials and secrets in Microsoft Authenticator. The app cannot automatically recover those accounts unless cloud backup/recovery was set up beforehand, and even then some accounts must be re-verified.

Use these steps depending on the account type and what was configured before the reset:

1. Restore Microsoft Authenticator backup (if previously enabled)
   • On iOS: enable iCloud Drive, iCloud Keychain, and iCloud Backup, then install Authenticator and sign in with the same personal Microsoft account used for backup. Use Restore from backup and then sign in to each account to complete the restore.
   • On Android: open Authenticator and select Restore from backup or Begin recovery before signing in. Sign in with the same personal Microsoft account used for backup.
   • If you see “Sign in to restore your account” next to an account tile, tap Sign in and complete password + email/phone verification for that account.
2. Understand what actually gets restored
   • Microsoft personal accounts using only one-time password (TOTP) codes: the codes are restored and usable immediately.
   • Microsoft personal accounts that were passwordless (tap to approve): only the account name is restored; each account must be signed in again to re-enable passwordless.
   • Work or school accounts: only the account name is restored; each must be signed in again.
   • Third‑party accounts (Facebook, Gmail, etc.): if they were added as TOTP accounts, the codes are restored; if not, they must be re-added using each service’s own recovery process.
3. If Restore from backup is not available
   • Remove or sign out of all accounts in Authenticator, then reopen the app; Restore from backup or Begin recovery should appear. If backup was never enabled on the old phone, the app cannot recreate the old secrets and the accounts must be reconfigured.
4. Regain access to each online service (Facebook, email, etc.)
   • Use each service’s account recovery options (backup codes, SMS, email verification, recovery email, or support) to sign in without Authenticator.
   • Once signed in to a service, go to its security/MFA settings and either:
     • Turn off the old Authenticator factor and set up Microsoft Authenticator again, or
     • Add a new TOTP or app-based authentication method by scanning a new QR code with Authenticator.
5. Prevent this in the future
   • Turn on Authenticator cloud backup (iCloud on iOS, Microsoft account backup on Android) and verify that Restore from backup shows the latest date on a test device.
   • For critical accounts (email, social media, banking), add at least one backup sign-in method (SMS, backup email, recovery codes) so access is not lost if the phone is reset.

If backup was not enabled before the reset and no alternative recovery methods exist for a specific service, only that service’s support team can help recover or prove ownership of the account.

References:

• How to add your accounts to Microsoft Authenticator
• Restore account credentials from Microsoft Authenticator
• Microsoft Authenticator FAQs
• Troubleshoot problems with Microsoft Authenticator