Authenticator

Use one of these paths depending on the situation:

1. Restore accounts in Microsoft Authenticator (same platform only)

• Install Microsoft Authenticator on the new device.
• Restore only if the backup was made on the same device type (iOS→iOS or Android→Android). Accounts backed up on iOS cannot be restored on Android and vice versa.
• For iOS:
  1. Enable iCloud Drive.
  2. Enable iCloud Keychain.
  3. Enable iCloud Backup.
  4. Install Microsoft Authenticator and sign in.
  5. Sign in to each account in Authenticator to complete the restore.
• After restore, if an account shows Action required, tap the account, choose the option to sign in to recover, enter the password, and confirm email/phone as requested.

2. If restore of Authenticator credentials is not possible

• If the backup account (for example, iCloud or Microsoft backup account) cannot be accessed, support cannot restore Authenticator credentials.
• In that case, re-add accounts manually using their MFA setup process. Follow the service’s instructions to add Microsoft Authenticator again.

3. If sign-in fails with “Authentication did not complete”

• Ensure Microsoft Authenticator is unlocked.
• Turn on notifications for Authenticator and check for silent SMS codes.
• Update Authenticator to the latest version.
• Ensure the device has a working internet connection; try switching between Wi‑Fi and mobile data.
• Verify device date and time settings are correct.
• If the problem is actually a forgotten password, use the password reset flow: Reset your password.

4. If locked out of a work/school tenant and cannot complete MFA

• If another global admin exists, that admin can reset MFA in Microsoft Entra ID by requiring re‑registration of multifactor authentication for the affected user.
• If the locked-out user is the only global admin and cannot access any admin portal, contact Microsoft Support by phone and request escalation to the Data Protection team to reset MFA after identity verification. Use the regional customer service phone numbers provided by Microsoft Support.

References:

• Restore account credentials from Microsoft Authenticator
• Unable to restore Authenticator account credentials
• Troubleshoot problems with Microsoft Authenticator
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Global Admin Locked out - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Authenticator Did Not Complete Login