Cannot Login and recover credentials from MS Authenticator

The screenshots show two different issues:

1. The password for the Microsoft account is not being accepted.
2. Authenticator shows a generic "Something went wrong. Please try again." when trying to add or restore the account.

Follow these steps in order:

1. Fix the Microsoft account sign‑in first
   The error "Your account or password is incorrect" means the account credentials are not valid yet, so Authenticator cannot restore anything. Use the official password reset flow and complete it fully:
   • On the sign‑in page, select Forgot password? or reset it now.
   • Complete the verification steps and set a new password.
   • Confirm that the new password works by signing in to the account in a web browser first (for example, Outlook or account.microsoft.com). Do not continue until browser sign‑in succeeds.
   • If the password still cannot be reset or verified, use the Microsoft account sign‑in helper: Sign-in helper.
2. Update and check Authenticator and device settings
   Once browser sign‑in works, address the Authenticator error:
   • Make sure the device has a stable internet connection; if using mobile data, try switching to Wi‑Fi and vice versa, and ensure Airplane mode is off.
   • Install the latest version of Microsoft Authenticator from the store. Versions older than 12 months are not supported. Get the latest.
   • In Authenticator Settings:
     • Turn App updates on.
     • Turn Turn off battery optimization on for better sync.
     • Open Notification settings and ensure Show notifications is on.
   • On the device, verify Date & time are correct and that any VPN is disabled while testing.
3. Restore or re-add accounts correctly
   After the password is working and the app is updated:
   • If restoring from backup on Android, open Authenticator and select Restore from backup or Begin recovery before signing in. If already signed in, sign out of all accounts in Authenticator, then start recovery again. How to sign out from Authenticator.
   • Sign in using the same personal Microsoft account that was used when the backup was created.
   • For each account that shows Sign in to restore your account or Action required, tap it and complete sign‑in with the working password and any additional verification.
4. If backup restore still fails
   • If the backup account itself cannot be accessed, support agents cannot restore Authenticator data. Use the sign‑in helper to regain access to that Microsoft account, then try restore again.
   • If restore is unavailable for other reasons, manually add the accounts again using their QR codes or setup keys. How to add your accounts to Microsoft Authenticator.
5. If sign‑in still fails after multiple attempts
   Repeated failed sign‑ins can trigger protection in Microsoft Entra multifactor authentication and temporarily block additional attempts. In that case, wait before trying again or use a different MFA method if available. If this is a work or school account, contact the organization’s IT administrator so they can review Entra sign‑in logs and, if needed, reset MFA methods.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Restore account credentials from Microsoft Authenticator
• Common problems with two-step verification for a work or school account