How to get back into my account/re register my new device

If Microsoft Authenticator backup was enabled on the old phone, restore it on the new phone first.

1. Open Microsoft Authenticator on the new phone.
2. On Android, select Restore from backup or Begin recovery before signing in. Use the same personal Microsoft account that was used for the backup.
3. On iPhone, restore the app from iCloud backup after enabling iCloud Drive, Keychain, Backup, and the Authenticator toggle in iCloud settings.

What to expect after restore:

• Work or school accounts: only the account name is restored. Open the account and sign in again to complete setup. It is normal to see “Sign in to add your account” or “Action required.”
• Personal Microsoft accounts: if the account used only 30-second one-time password codes, the codes are restored. If it used passwordless sign-in, only the account name is restored and sign-in is required again.
• Third-party accounts: one-time password codes are restored.

If the restored work or school account still cannot be used:

1. In Authenticator, tap the account.
2. Select the option to sign in and recover it.
3. Enter the password.
4. Complete the additional verification prompt.

If Restore from backup is missing:

• Verify backup was enabled on the old phone.
• Verify the same recovery account is being used.
• Verify the restore is being done to the same device type.
• If already signed in on Android, sign out of all accounts first, then use Restore from backup or Begin recovery.

If backup was not enabled, or the account cannot be restored:

• Add the accounts again in Authenticator.
• For a work or school account, contact the IT admin or help desk to reset MFA or require re-registration.
• If the account is managed with Intune on iPhone, enroll the new device in Company Portal, restore the Authenticator backup, then select the work account in Authenticator and tap Set up 2-step verification to register the new device.

If authentication fails during recovery, check these common causes:

• Authenticator is locked
• Notifications are disabled or silent
• The app is outdated
• The phone has no internet connection
• Date and time settings are incorrect

If those checks do not help:

• In Authenticator, go to the top-level menu and select Send feedback to send logs.
• For work/school accounts, then reach out to the IT admin.
• For personal accounts, then contact Support.

If passkeys were used on the old phone for a work or school account, set up a new passkey on the new phone before removing the old device. If self-service passkey setup is blocked, contact the IT admin or help desk.

References:

• Transfer Microsoft Authenticator account entries to a new phone
• [iOS](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#i-see-sign-in-to-restore-your-account-after-restoring-authenticator-accounts)
• [Android](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#unable-to-restore-authenticator-account-credentials)
• Authentication did not complete | Microsoft Support
• Migrate to a new iPhone for work