How to fix authenticator in new phone

If the old phone is still the device receiving prompts, the fix is to either restore Authenticator from backup or use another sign-in method and re-register the new phone.

1. If backup was enabled on the old phone, restore it on the new phone:
   • Android: Open Microsoft Authenticator > Settings > turn on Cloud Backup on the old device before switching. On restore, use the same recovery account.
   • iPhone/iPad: Make sure iCloud Drive, iCloud Keychain, and iCloud Backup are enabled, and Authenticator is turned on under Saved to iCloud.
   • If restore is available, use the same recovery account and the same device type.
2. After restore, expected behavior depends on the account type:
   • Work or school account: only the account name is restored. Open the account in Authenticator and sign in again. Seeing “Sign in to add your account.” is expected.
   • Personal Microsoft account: if it used only 30-second one-time password codes, the code entry is restored. If it also used passwordless sign-in, only the account name is restored and sign-in is required again.
   • Third-party accounts: the verification code entry is typically restored.
3. If notifications are still going to the old phone:
   • If the old phone is still accessible, approve the sign-in there.
   • Then remove the old device/Authenicator setup from account security settings so future prompts stop going there.
   • If the old phone is not accessible, choose a different verification method such as SMS if one is available.
4. If restore is not available:
   • Verify backup was enabled on the old phone.
   • Verify the same recovery account is being used.
   • Verify restore is being done to the same device type.
5. If the new phone shows authentication failures:
   • Make sure Authenticator is unlocked.
   • Make sure notifications are enabled.
   • Update to the latest Authenticator version.
   • Check internet connectivity.
   • Make sure date and time are correct.
6. If using iOS and the backup does not appear:
   • On the old device, confirm iCloud Drive, iCloud Keychain, iCloud Backup, and the Authenticator iCloud toggle are enabled.
   • Upgrade Authenticator to version 6.8.33 or later.
   • Open the app at least once before switching phones.
   • On the new device, uninstall and reinstall Authenticator.
7. If no backup exists and no alternate sign-in method is available:
   • For a work or school account, contact the organization’s IT admin or help desk for the approved recovery or registration process.
   • For a personal Microsoft account, use account recovery or another available verification method from the account security/recovery flow.

Important: do not remove old passkeys or old devices until sign-in works on the new phone.

References:

• Transfer Microsoft Authenticator account entries to a new phone
• Microsoft Authenticator FAQs
• Authentication did not complete
• Back up your accounts in Microsoft Authenticator