Unable to restore authenticator cloud backup or create new backup

Question

Unable to restore authenticator cloud backup or create new backup

Paul Rudd 5

Have cloud backup enabled and have restored it a few times over the past few years, received a new device over the weekend and now restore backup will not work. Just keeps saying "Unable to recover - something went wrong. Please send us logs using the send logs option". I've done this via Send Feedback several times and gotten no response.

Today I got fed up and started creating all my OTP codes from scratch again, when I tried to enable cloud backup I get the same error.

Contacted Microsoft support via livechat and they suggested that I'm either typing the wrong email or dont have stable internet! Then they end the chat abruptly without any further assistance.

I need this sorting so I can access my accounts

Dirk Hondong 1,001 Reputation points

2026-05-18T11:11:26.2566667+00:00

it seems to be a bigger problem. Take a look at the Q&A here and filter by the tag Microsoft Authenticator

There are plenty of threads now.

Do not tollge off and on yoour cloud backup on the old device. That won't help at all

Do not rely on the Q&A AI advice by the time being.
Dirk Hondong 1,001 Reputation points

2026-05-18T11:12:11.7566667+00:00

See: https://learn.microsoft.com/en-us/answers/questions/5890771/unable-to-backup-authenticator
Carolyne 1,151 Reputation points Microsoft Employee

2026-06-22T06:36:42.35+00:00

Hi Paul!
Please also take note of the platform restriction. Android backups can only be restored on Android devices, and iOS backups only on iOS. If you switched platforms, you'll need to re-add accounts manually. If these are work or school accounts, I would suggest your admin reset your MFA

(https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40)

Your answer

Dirk Hondong 1,001 Reputation points

2026-05-18T11:11:26.2566667+00:00

it seems to be a bigger problem. Take a look at the Q&A here and filter by the tag Microsoft Authenticator

There are plenty of threads now.

Do not tollge off and on yoour cloud backup on the old device. That won't help at all

Do not rely on the Q&A AI advice by the time being.
Dirk Hondong 1,001 Reputation points

2026-05-18T11:12:11.7566667+00:00

See: https://learn.microsoft.com/en-us/answers/questions/5890771/unable-to-backup-authenticator
Carolyne 1,151 Reputation points Microsoft Employee

2026-06-22T06:36:42.35+00:00

Hi Paul!
Please also take note of the platform restriction. Android backups can only be restored on Android devices, and iOS backups only on iOS. If you switched platforms, you'll need to re-add accounts manually. If these are work or school accounts, I would suggest your admin reset your MFA

(https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40)