I cannot access Microsoft Authenticator on my new phone & tablet

If this is a new phone or tablet, the fastest path depends on whether Authenticator backup was enabled on the old device.

1. If backup was enabled, restore first before signing in
   • On Android, open Microsoft Authenticator and select Restore from backup or Begin recovery before signing in.
   • Sign in with the same recovery account used during backup.
   • If prompted with “Sign in to restore your account” or “Sign in to add your account”, that is expected for work or school accounts and some restored accounts. Open each account and sign in again.
   • Important: backup/restore only works on the same device type. An iOS backup cannot be restored to Android, and vice versa.
2. If “Restore from backup” is missing
   • Sign out of, or remove, all accounts in Authenticator, then reopen the app and try restore again.
   • Also verify that backup was enabled on the old phone, the same recovery account is being used, and the restore is to the same device type.
3. If authentication keeps failing with “Authentication did not complete” Check these common causes on the new device:
   • Unlock the Authenticator app.
   • Enable app notifications; silent or disabled notifications can block prompts.
   • Update to the latest Authenticator version.
   • Check internet connectivity; switching between Wi‑Fi and mobile data can help.
   • Make sure the device date and time are correct.
4. If the password is not accepted and sign-in cannot be completed
   • Use the password reset option if credentials are forgotten: Reset your password
5. If this is a work or school account and the old device is unavailable
   • Sign in using a different method if one is available.
   • Otherwise, the organization’s Help desk / IT admin needs to clear or reset the MFA settings. After that, Authenticator can be registered again on the new device.
6. If this is a personal Microsoft account and restore is not possible
   • Add the accounts again in Authenticator after access is recovered.
7. If passkeys are involved on the new device
   • Ensure the new phone has a screen lock enabled and that Bluetooth and internet are available.
   • If a passkey says it can no longer be used, create a new passkey first, then remove the obsolete one.

• Restore account credentials from Microsoft Authenticator
• Transfer Microsoft Authenticator account entries to a new phone
• Troubleshoot problems with Microsoft Authenticator
• Restore account credentials from Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Troubleshoot signing in with a passkey