Unable to recover

Microsoft Authenticator backups can only be restored when all of the following are true:

1. Same device type
   • Backups created on Android can only be restored on Android.
   • Backups created on iOS can only be restored on iOS.
   • Accounts backed up on an iOS device cannot be restored on an Android device, and vice versa.
2. Same personal Microsoft account used for backup
   • The error “Your backup is not stored with X. Try signing in to a different personal Microsoft account.” means that the account X currently signed in to Authenticator is not the one that was used as the recovery account when the backup was created.
   • Only the personal Microsoft account that was configured under Backup → Cloud backup (Android) can restore that backup.
3. Backup was actually enabled on the old device
   • On Android, backup must have been turned on under Settings → Backup → Cloud backup using a personal Microsoft account.
   • If backup was never enabled, there is no cloud backup to restore.

Because the app is telling that no backup exists for account X, there are only two supported paths:

1. Try any other personal Microsoft account that might have been used as the recovery account
   • If there is any chance another personal Microsoft account was used when enabling Cloud backup on the old phone, sign out of Authenticator on the new phone, then:
     • Open Authenticator → Restore from backup / Begin recovery.
     • Sign in with that other personal Microsoft account.
   • If the correct recovery account is used and the backup exists, the accounts will restore.
2. Re‑add all accounts manually
   • If no other personal Microsoft account works, or backup was never enabled, the TOTP secrets cannot be recovered from Microsoft’s side.
   • Each account (bank, Microsoft, Gmail, etc.) must be recovered directly with that provider using its own account‑recovery or MFA‑reset process and then re‑added to Authenticator. Guidance for adding accounts again is here: How to add your accounts to Microsoft Authenticator.

If access to the Microsoft backup account itself is lost and that is blocking recovery, use the Microsoft account sign-in helper or recovery form as described here: Help with the Microsoft account recovery form.

There is no supported way for Microsoft support agents to reconstruct or bypass lost Authenticator TOTP secrets if the correct backup account and device-type combination cannot be used.

References:

• Back up account credentials in Microsoft Authenticator
• Back up your accounts in Microsoft Authenticator
• Restore account credentials from Microsoft Authenticator
• Help with the Microsoft account recovery form