Authenticator App

GLENN LOGAN 5 Reputation points
2026-09-08T21:35:37.9366667+00:00

I bought a new phone because the old one stopped working. The authenticator app won't pull up all my connections from the old phone. How do I set these connections up on my new phone when the old one is dead?

Microsoft Security | Microsoft Authenticator
0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest

  1. AI answer

    2026-09-08T21:35:52.6233333+00:00

    If the old phone is dead, what can be restored depends on the account type:

    1. Work or school accounts
      • After restore, only the account name is restored.
      • Open the restored account on the new phone and sign in again to complete setup.
      • Red text such as "Sign in to add your account" is expected until setup is finished.
      • If the account uses passkeys, set up a passkey on the new phone before removing the old device. If self-service passkey setup is blocked, contact the organization’s admin or help desk.
    2. Personal Microsoft accounts
      • If the account uses only the 30-second one-time password code, the verification code entry is restored.
      • If it also uses passwordless sign-in, only the account name is restored and sign-in is required again.
    3. Third-party accounts
      • These typically restore the verification code entry.

    If the backup did not restore on a new iPhone, check this on the old device before it stopped working:

    • iCloud Drive enabled
    • iCloud Keychain enabled
    • iCloud Backup enabled
    • Authenticator turned on in the Saved to iCloud list
    • Authenticator updated to version 6.8.33 or later
    • Authenticator opened at least once before switching phones

    On the new iPhone, Microsoft’s troubleshooting step is to uninstall and reinstall Microsoft Authenticator so the backup appears.

    If the old phone can no longer be used for MFA:

    • For work or school accounts, MFA must be registered again on the new device before access is restored. If there is no alternate sign-in method, contact the organization’s IT admin/help desk to reset or re-register MFA.
    • If SMS or call-based MFA is already configured and the number still works, that method can be used during setup.

    Important: Do not factory reset the old phone or remove Authenticator until the new phone is fully working. Also, Authenticator backup cannot be restored from Android to iPhone or from iPhone to Android.

    References:

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

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.