Unbale to restore Passwords or credentials

If backup was enabled, the most common causes are: the restore is being done with the wrong recovery account, the new phone is a different device type, or the restore flow was not started correctly.

1. Verify the device type matches the old phone.
   • Authenticator backup and restore only works on the same device type.
   • An iPhone backup cannot be restored to Android, and an Android backup cannot be restored to iPhone.
2. Start restore the correct way.
   • On Android, open Authenticator and select Restore from backup or Begin recovery before signing in.
   • If already signed in, sign out of all accounts first, then start recovery again.
   • If Restore from backup is missing, remove or sign out of all accounts, then retry.
3. Use the same recovery account used for backup.
   • On Android, recovery must use the same personal Microsoft account that was used when Cloud Backup was enabled.
   • If the wrong account is used, the backup will not appear.
4. Check what is actually restored.
   • Work or school accounts: only the account name is restored. Sign-in is required again to complete setup.
   • Microsoft personal accounts with passwordless sign-in: only the account name is restored. Sign-in is required again.
   • Accounts that use one-time password codes: the codes are restored.
   • Third-party accounts such as Amazon, Facebook, or Gmail: one-time password codes are restored.
5. If Authenticator shows Sign in to restore your account or Action required:
   • Open the account in Authenticator.
   • Tap Sign in or the recovery option.
   • Enter the password and complete the extra verification with email address or phone number.
6. If passwords are missing specifically:
   • The available context only confirms restore behavior for Authenticator account credentials and one-time password codes.
   • It does not provide a supported recovery method for missing saved passwords beyond restoring from the correct backup.
7. If restore still fails:
   • On Android, if access to the backup account is lost, support agents cannot help recover the backup. Use the Microsoft account sign-in helper.
   • If restore cannot be completed for any other reason, add the accounts again manually.

References:

• Restore account credentials from Microsoft Authenticator
• Transfer Microsoft Authenticator account entries to a new phone
• Troubleshoot problems with Microsoft Authenticator