Authenticator unable to find backup

Pete T 0 Reputation points
2026-06-16T16:50:08.4066667+00:00

Initially started a live chat with MS support before being directed here. Please note I am looking for specific support so would advise a mod directly messaging me, I am not looking for general troubleshooting apart from those who know of this exact issue.

My phone completely stopped working last week, since then I have been trying to restore Microsoft Authenticator onto another phone (Android to Android) but I couldn't get past the MFA because on the new phone it wasn't letting me use my hardware security key. I found that when I re-added a password to my account, I could then use my secondary email for the MFA so did that, but the authenticator app said I had no backup. I know that I absolutely did have a backup as I had restored it before about two years ago.

I saw a blog or Reddit post mention that changing the password could cause that, not sure how true that is so I made my account passwordless again, matching how it most likely would have been when I first made the backup, but now I can't get into Authenticator at all, when I press the button saying I don't have access to the app, the recovery keeps failing even though I have my phone and backup email handy (it makes me type in my recovery email and then the code that gets sent but after that wants me to try another way, but still wants the email typed in???).

I can access my Microsoft account page, but am weary to remove the Authenticator from the security section in case this could affect the backup/restore process.

If there is a way of locating this backup, I would love to hear it as there are many many MFA codes on that backup.

Many Thanks,
Pete

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-06-16T16:50:52.02+00:00

    There is no supported way to “locate” or recover a missing Microsoft Authenticator backup beyond what is already stored in the configured cloud backup account. If the app on the new device shows no backup, either:

    • The backup was never successfully created or kept up to date, or
    • The backup is tied to a different backup account/device type than the one currently signed in, or
    • Access to the backup account itself is blocked.

    From the available guidance:

    1. Authenticator backups are per device type and backup account
      • Only one backup account per device type is supported (for example, one Microsoft personal account as the recovery account).
      • Backups created on Android can only be restored on Android, and iOS backups only on iOS.
      • If signed in with the wrong backup account on the new phone, the backup will not appear.
    2. What is actually backed up
      • Microsoft personal accounts:
        • If configured only with one-time password (OTP) codes, those codes are available once restored.
        • If configured for passwordless sign-in, only the account name is backed up; after restore, sign-in is required again.
      • Work or school accounts: only the account name is backed up; sign-in is required again after restore.
      • 3rd‑party accounts (Amazon, Facebook, Gmail, etc.): OTP codes are backed up and available once restored.
    3. When a backup cannot be restored
      • If the backup cannot be restored because the backup account itself cannot be accessed, support cannot recover those Authenticator account credentials. The only supported path is to regain access to the Microsoft backup account using the Microsoft account sign‑in helper, and then either restore or re‑add accounts manually.
      • If restoration fails for other reasons (for example, no backup is found for the signed‑in backup account), the guidance is to add the accounts again.
    4. Troubleshooting missing backup on a new device (Android/iOS)
      • Ensure the backup was actually created and is enabled on the old device (for Android: in Authenticator → Settings → under “Backup”, Cloud Backup must be on and signed in with the intended Microsoft account; for iOS: iCloud Drive/Keychain/Backup plus Authenticator in “Saved to iCloud” must be enabled and Authenticator version 6.8.33 or later used, and the app opened at least once before switching phones).
      • On the new device, if the backup does not appear, uninstall and reinstall Authenticator, then sign in with the same backup account used on the old device and try restore again.
    5. If still locked out of MFA for a tenant or work/school account
      • For work/school or Microsoft 365 tenants where the user is the only administrator and is locked out due to MFA (for example, phone lost or Authenticator not accessible), the documented path is to contact Microsoft’s Data Protection team via Microsoft Support (Customer service phone numbers – Microsoft Support) and have a support ticket raised. That team can verify identity and reset MFA/authentication methods for the tenant admin.

    Given this behavior:

    • Changing the password or toggling passwordless does not delete an existing Authenticator backup; however, if the backup account cannot be accessed or if a different backup account is used on the new phone, the backup will not be visible.
    • Removing the Authenticator method from the Security section of the Microsoft account does not restore or expose a missing backup; it only removes that method as a sign‑in factor and would require re‑enrollment.
    • If the backup truly cannot be restored (no backup found for the correct backup account, or backup account inaccessible), the only supported option is to re‑add each account’s MFA configuration individually, using each service’s recovery process.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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