reset authenticator apps

If this is a work or school account, the reset usually must be done by the organization’s IT admin. Ask them to reset MFA or require re-registration of multi-factor authentication so the old Authenticator registration is removed and a new phone can be set up. This removes previous authentication methods, so a new MFA method must be configured at the next sign-in.

If this is a personal Microsoft account and a backup was created in Microsoft Authenticator:

1. On the new phone, open Authenticator.
2. If prompted, use Restore from backup or Begin recovery before signing in.
3. Sign in with the personal Microsoft account used for the backup.
4. Restored accounts may still show Sign in to restore your account. Tap Sign in for each one, then complete password and additional verification.

If the backup does not appear on a new iPhone/iPad, check these requirements on the old device first:

1. Enable iCloud Drive.
2. Enable iCloud Keychain.
3. Enable iCloud Backup.
4. In Saved to iCloud, make sure Authenticator is turned on.
5. Update Authenticator to version 6.8.33 or later.
6. Open the app at least once before switching phones.
7. On the new device, uninstall and reinstall Authenticator, then check again.

If the app shows Authentication did not complete, check these common causes on the current device:

1. Unlock the Authenticator app.
2. Turn on app notifications.
3. Update to the latest app version.
4. Switch between Wi‑Fi and mobile data.
5. Make sure Date & time are correct.

For work or school accounts, only the account name is restored from backup. Sign-in is still required after restore.

References:

• Restore account credentials from Microsoft Authenticator
• Back up your accounts in Microsoft Authenticator
• Authentication did not complete
• My old phone has broken so I can’t access the old authenticator app so now I can’t log in on the phone as I need the old phone to login which I broken - Microsoft Q&A
• Microsoft Authenticator Issue - Microsoft Q&A