I just recently got a new phone and now my Authenticator app does not work.

Taylor Egbert 0 Reputation points
2026-08-28T09:56:46.3266667+00:00

I recently just got a new phone and my Authenticator app does not work. I am not able to get the authentication app to send to my gmail account or my phone number to be able to verify. I cannot login with my personal email into the authentication app.

Microsoft Security | Microsoft Authenticator
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  1. AI answer

    2026-08-28T09:57:04.85+00:00

    For a personal Microsoft account on a new phone, try these steps:

    1. If the app was backed up from the old phone, verify that the backup conditions were met:
      • On the old iPhone, iCloud Drive, iCloud Keychain, and iCloud Backup had to be enabled.
      • In Saved to iCloud, Authenticator had to be turned on.
      • The app needed to be version 6.8.33 or later and opened at least once before switching phones.
      • On the new device, uninstall and reinstall Microsoft Authenticator, then check whether the backup appears.
    2. If Restore from backup is not available, confirm:
      • Backup was enabled on the old phone.
      • The same recovery account is being used.
      • Restore is being done to the same device type.
    3. If the app is installed but not working correctly, check these common fixes:
      • Switch between mobile data and Wi-Fi.
      • Make sure Airplane mode is off.
      • Update Microsoft Authenticator to the latest version.
      • In the app, go to Settings and turn on App updates.
      • In Settings, select Turn off battery optimization.
      • Go to Settings > Notification Settings and make sure Show notifications is on.
      • Make sure the device date and time are correct.
      • If using a VPN, disconnect it and test again.
    4. If sign-in fails with a temporary app issue such as "Something went wrong. [4s8qz]":
      • Wait a few moments and try again.
      • Open Authenticator and confirm it launches normally and the account is listed.
      • Update the app from the device app store.
      • Restart the phone.
    5. If notifications or prompts are going to the old phone instead of the new one:
      • Check the old device and approve there if it is still available.
      • Remove old devices from the account.
      • Use a different verification method such as SMS, if available.
    6. If no alternative verification method is available and the personal account cannot be verified through the app, use the Microsoft account recovery path from the account security and recovery options referenced in the support guidance.

    If the app still fails after these steps, send logs from Authenticator using Send feedback in the app menu and contact Support for personal accounts.

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

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