Problem with authentificator

Юлия Богданова 0 Reputation points
2026-08-25T13:05:23.12+00:00

I logged into my account in the authenticator on my new phone. It should have Rockstar, but it’s not there. I can’t log in to the Rockstar account because it asks for a code, but that code isn’t in the account. Support says to contact the creators of the authentication app. What should I do?

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-08-25T13:05:51.59+00:00

    If the Rockstar account was expected to appear on the new phone but does not, the most likely causes are:

    1. The account entry was not restored to the new device.
    2. The account needs to be opened and signed in again after restore.
    3. Backup or restore was not fully enabled on the old phone.

    What to do next:

    1. Check whether the account was restored at all.
      • For restored work or school accounts, "Sign in to add your account" is expected after restore. Open the account entry and sign in again.
    2. If restore did not bring the account over, verify the restore requirements.
      • Confirm backup was enabled on the old phone.
      • Confirm the same recovery account was used.
      • Confirm restore is being done to the same device type.
    3. If this is an iPhone, check the iCloud requirements on the old device.
      • Enable iCloud Drive.
      • Enable iCloud Keychain.
      • Enable iCloud Backup.
      • In Saved to iCloud, make sure Authenticator is turned on.
      • Make sure Authenticator is version 6.8.33 or later.
      • Open the app at least once before switching phones.
      • On the new device, uninstall and reinstall Authenticator, then check whether the backup appears.
    4. If the app shows errors during sign-in, check the common app issues.
      • Make sure the app is unlocked.
      • Make sure notifications are enabled.
      • Update to the latest Authenticator version.
      • Switch between Wi‑Fi and mobile data.
      • Make sure Date & time are correct.
      • Restart the device.
    5. If the account still cannot be used to generate or approve codes, send app logs for diagnostics.
      • In Authenticator, open the top-level menu.
      • Select Send feedback.
    6. If this is a work or school account and the old phone is no longer available, contact the organization’s IT admin or helpdesk to reset or re-register MFA for the account.
    7. If another verification method was previously configured, use Sign in another way on the sign-in page and choose that method.

    References:

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

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