Problem authenticator not show app code

Without a cloud backup from before the phone reset, the missing Authenticator entries and codes cannot be restored; each affected account must be recovered and added to Authenticator again.^1^

Recover each account

1. Try signing in to each affected website or service.
2. At the verification prompt, select an option such as Try another way, then use an available recovery method:
   • Recovery or backup code
   • Alternate authentication app or device
   • Recovery email
   • Phone verification
3. After signing in, open that account’s Security, Two-step verification, or MFA settings.
4. Remove the old Authenticator registration.
5. Add Microsoft Authenticator as a new method, then scan the displayed QR code with: Authenticator → + → account type → Scan a QR code.
6. Repeat this process for every missing account.

Third-party services have their own recovery procedures. If no alternate method is available, contact the support team for that specific service.

For a work or school account

Authenticator backups do not restore work or school credentials; even when an account name is restored, the account must be registered again.^1^

If another sign-in method is available, use it to access the organization’s Security info page and add Authenticator again. If completely locked out, contact the organization’s IT administrator and request MFA re-registration.

An Authentication Administrator can perform this in:

1. Microsoft Entra admin center → Entra ID → Users
2. Select the affected user.
3. Select Authentication methods.
4. Select Require re-register MFA.

This removes the existing Authenticator and related MFA registrations, after which the user is prompted to configure a new method at the next sign-in.^2^

For a personal Microsoft account

Use any alternate verification method offered during sign-in, then replace the old security method and register Authenticator again.

If two-step verification was enabled and none of the registered alternate methods are accessible, Microsoft Support cannot send a verification code, reset the security information, or bypass two-step verification.^3^

For future phone resets

Enable Authenticator cloud backup after restoring access. Backups can only be restored to the same device platform—for example, iOS to iOS or Android to Android. Personal and eligible third-party one-time codes can be restored, but passwordless and work/school credentials still require additional sign-in or re-registration.^1^

References

1. iOS
2. Manage user authentication methods for Microsoft Entra multifactor authentication
3. Help with the Microsoft account recovery form | Microsoft Support