Disappearing Authenticator Accounts

DeborahM-9865 0 Reputation points
2026-05-22T05:05:28.58+00:00

Accounts have disappeared from my Authenticator App after Microsoft did it's latest update. Is there any way to retrieve them?

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-05-22T05:05:52.8633333+00:00

    If accounts disappeared after an update, they can only be retrieved if they were previously backed up, and only to the same device type (iOS → iOS, Android → Android).

    1. Confirm backup and device type
      • Authenticator backups are not cross-platform: accounts backed up on iOS cannot be restored on Android, and vice versa.
      • On iOS, Authenticator uses iCloud; on Android, it uses Cloud Backup with a Microsoft personal account.
    2. Restore on iOS
      • Ensure on the old device (if still available):
        • iCloud Drive, iCloud Keychain, and iCloud Backup are enabled.
        • Authenticator is listed and enabled in the Saved to iCloud list.
      • On the new or reset iOS device:
        • Install Authenticator.
        • Sign in to each account in Authenticator to complete the restore.
      • If the backup does not appear on the new iOS device, try:
        • Uninstalling and reinstalling Authenticator.
        • Ensuring the app is version 6.8.33 or later on the old device and that it was opened at least once before switching devices.
    3. Restore on Android
      • Open Authenticator and select Restore from backup (or Begin recovery) before signing in.
      • Sign in with the same Microsoft personal account that was used for Cloud Backup.
      • If Restore from backup is not visible, remove or sign out of all accounts in Authenticator, then reopen the app and look for the restore option.
    4. What actually comes back
      • Microsoft personal accounts:
        • One-time password (OTP)–only accounts: OTP codes are restored.
        • Passwordless sign-in accounts: only the account name is restored; each must be signed in again.
      • Work or school accounts: only the account name is restored; each must be signed in again.
      • Third-party accounts (Amazon, Facebook, Gmail, etc.): OTP codes are restored.
    5. If backup is unavailable
      • If the backup account (iCloud or Microsoft personal account used for backup) cannot be accessed, support cannot restore Authenticator credentials.
      • In that case, each account must be re-added manually using its provider’s recovery process.

    References:

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