I NEED HELP TO RECOVERING MY ACCOUNT

To recover Microsoft Authenticator, follow the steps that match the device and situation.

1. If Authenticator was backed up and you still have access to the backup account
   • Authenticator can only be backed up and restored on the same device type (iOS → iOS, Android → Android).
   On Android
   1. Open Microsoft Authenticator.
   2. Before signing in, select Restore from backup or Begin recovery.
   3. Sign in with the same personal Microsoft account that was used when the backup was created.
   4. Your saved account credentials will be recovered to the new device.
   5. For any account showing Sign in to restore your account or Action required, tap it, then:
      • Enter the account password.
      • Confirm email or phone as additional verification.
   If Restore from backup or Begin recovery does not appear, remove or sign out of all accounts in Authenticator, then open it again and look for the restore option. On iOS
   1. Make sure the following are enabled on the iOS device:
      • iCloud Drive
      • iCloud Keychain
      • iCloud Backup
   2. Install Microsoft Authenticator.
   3. Sign in with each account to complete the restore.
   What actually gets restored
   • Microsoft personal accounts:
     • If using only one-time password (OTP) codes, the codes are restored and work immediately.
     • If also using passwordless sign-in, only the account name is restored; sign-in is required again to re-enable passwordless.
   • Work or school accounts: only the account name is restored; sign-in is required again.
   • Third-party accounts (Amazon, Facebook, Gmail, etc.): OTP codes are restored.
2. If Authenticator cannot be restored from backup
   • If the backup account (Microsoft account on Android, iCloud on iOS) cannot be accessed, support cannot restore Authenticator data.
   • In this case, each account must be added again manually in Authenticator using that service’s security or MFA settings. Use the provider’s recovery options (email, SMS, recovery codes) to sign in and then reconfigure Authenticator.
3. If access to the Microsoft account itself is lost
   • Use the Microsoft account sign-in helper or recovery form to regain access to the Microsoft account first, then repeat the Authenticator restore steps:
     • Use the Sign-in Helper if the verification options shown are not recognized.
     • If needed, fill out the Account recovery form from a familiar device and location, and provide as much accurate information as possible.
4. If two-step verification is enabled and no verification method is available
   • If two-step verification was turned on and none of the alternate methods (Authenticator, phone, email, security keys) can be used, support cannot reset or bypass this protection.
   • The only option is to regain access to one of the verification methods or, if not enabled, use the Sign-in Helper and recovery form.
5. If Authenticator shows “Authentication did not complete” during sign-in
   • Ensure the Authenticator app is unlocked.
   • Enable notifications for Authenticator and check for silent SMS codes.
   • Update Authenticator to the latest version.
   • Ensure the device has a working internet connection and correct date/time settings.

References:

• Restore account credentials from Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Help with the Microsoft account recovery form
• How to help keep your Microsoft account secure
• Work or school account help
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A