Lost Access to Microsoft Authenticator and Cannot Retrieve 2FA Codes

Question

Lost Access to Microsoft Authenticator and Cannot Retrieve 2FA Codes

Gift Mbonu 0

Hello Microsoft Support,

I need urgent assistance recovering access to my Microsoft Authenticator account.

I changed devices and lost access to the Microsoft Authenticator setup/account I previously used. This has now locked me out of other important accounts that rely on Microsoft Authenticator for two-factor authentication.

In particular, I am unable to access my Facebook and Instagram accounts because they are requesting authentication codes that were previously generated through Microsoft Authenticator. I also cannot retrieve any recovery or backup codes from the Authenticator setup because I no longer have access to the original account/device.

I am not asking for help with Facebook or Instagram directly. The issue I need Microsoft to resolve is restoring access to my Microsoft Authenticator account, backup, or previously stored authentication credentials, if recoverable.

I am willing to complete any identity verification required to establish ownership of the Microsoft account.

Please advise whether my previous Authenticator backup can be restored, whether my authenticator data is still associated with my Microsoft account, and what recovery options are available where the original device is no longer accessible.

This is preventing me from accessing multiple accounts, so I would appreciate escalation to the appropriate Microsoft account or Authenticator support team.

Thank you.

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Answer 1

Microsoft Authenticator data can be restored only if a backup was created before the device change, and restore must be done on the same device type. An iOS backup cannot be restored to Android, and an Android backup cannot be restored to iOS.

If a backup exists, use this recovery path:

Install Microsoft Authenticator on the new phone.
On Android, select Restore from backup or Begin recovery before signing in.
Sign in with the same personal Microsoft account used as the recovery account for the backup.
If the restore succeeds:
- For third-party accounts that use 30-second one-time password codes, the codes are restored.
- For work or school accounts, only the account name is restored, and sign-in is required again.
- For Microsoft personal accounts that use passwordless sign-in, only the account name is restored, and sign-in is required again.

If Sign in to restore your account or Action required appears next to an account, complete the extra verification:

Open the account from the Accounts screen.
Tap Sign in or the account tile.
Enter the password.
Confirm the email address or phone number if prompted.

If Restore from backup or Begin recovery does not appear on Android, remove or sign out of all accounts in Authenticator first, then try restore again.

If no backup was created, or the backup cannot be accessed, the stored Authenticator credentials cannot be recovered by support. In that case, the accounts must be added again. For accounts already locked behind those codes, recovery must be done with each service’s own account recovery process.

If the issue is specifically that the backup account cannot be accessed:

For a Microsoft backup account, use the Microsoft account sign-in helper.
For iOS/iCloud backup access problems, contact Apple Support.

If troubleshooting is needed for the app itself, logs can be sent from Authenticator:

Open Microsoft Authenticator.
Tap Send feedback in the top menu.
Select Having trouble?
Send the feedback and logs.
Save the incident ID for support follow-up.

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