Lost Your Phone With Microsoft Authenticator? How to Recover

Microsoft Authenticator holds the sign-in codes and approvals for many people's Microsoft accounts, and often for other services too. Losing or replacing the phone it was on can leave you unable to sign in. What you can do depends on whether you backed up Authenticator, what kind of accounts were in it and whether you have any other verification method. This guide follows Microsoft's own guidance for each case.

Last checked: 20 October 2026 against Microsoft Support.

#Which situation am I in?

#How do I restore Authenticator from a backup?

Microsoft says you can only back up and restore on the same device type. For example, accounts backed up on an iOS device cannot be restored on an Android device (Microsoft Support).

1. On iPhone, make sure iCloud Drive, iCloud Keychain and iCloud Backup are turned on for the Apple account you used for the backup.
2. Install Microsoft Authenticator on the new phone.
3. Open Authenticator and choose Restore from backup before signing in to anything.
4. Sign in to the personal Microsoft account you used for the backup.
5. Sign in to each account that asks for it to finish the restore.

Microsoft says that if you do not see Restore from backup or Begin recovery when you open Authenticator, you need to remove or sign out of all accounts in the app first.

#What comes back after a restore?

Microsoft explains what is restored for each type of account (Microsoft Support):

• Personal Microsoft accounts that only use one-time codes: the codes are available again.
• Personal Microsoft accounts with passwordless sign-in: only the account name is backed up, and you need to sign in again.
• Work or school accounts: only the account name is restored, and you need to sign in again.
• Third-party accounts such as Amazon, Facebook or Gmail that use one-time codes: the codes are available again.

If you see Action required or Sign in to restore your account next to an account, Microsoft says to tap it, sign in with your password and confirm your email address or phone number as extra verification.

#What if I had no backup?

Without a backup, Microsoft says you can add the accounts to Authenticator again. To do that for a Microsoft account, you first need to sign in using another verification method on that account, such as an alternate email, phone number, security key or passkey, if you set one up.

Microsoft is clear about one case: if you have turned on two-step verification and cannot access any of the alternate methods, it says it cannot help you, and that its support agents are not allowed to send password reset links or change account details (Microsoft Support).

#When does the recovery form help?

Microsoft says that if two-step verification is not turned on and you do not recognise any of the verification options when resetting your password, you should use the Sign-in Helper tool, and then the account recovery form if needed (Microsoft Support).

1. Have a working email address ready that Microsoft can contact you at. It can belong to a friend or relative, or you can create a new one.
2. Gather details about how you used the account, such as contacts and exact email subject lines for Outlook, or old passwords.
3. Fill in the form on a device and at a location you normally use, such as home or work.
4. Wait for a reply. Microsoft says it responds to the working email within 24 hours.
5. If it cannot verify you, Microsoft says you can try again, up to two times a day.

When you rebuild Authenticator, add your third-party accounts again from each service's own security settings, since those services control their own two-factor setup.

#What about work or school accounts?

Microsoft's guidance for organisational accounts is to contact your IT administrator or help desk, because your organisation manages how you sign in. Restoring a work or school account in Authenticator only brings back the account name, and you will need to sign in again (Microsoft Learn).

#How do I avoid this next time?

• Turn on Authenticator's cloud backup and note which account it uses.
• Add at least one more verification method, such as a second email, phone number or passkey.
• When you change phones, move Authenticator before wiping or handing in the old one.
• Keep your backup account itself secure, because Microsoft cannot restore it for you.

#Common mistakes

• Signing in to accounts in a fresh Authenticator before choosing Restore from backup.
• Trying to restore an iPhone backup on an Android phone.
• Expecting Microsoft support to remove two-step verification, which it says it cannot do.
• Paying someone who offers to bypass Microsoft's checks.

#What are the realistic limits?

Microsoft controls account recovery and is strict where two-step verification is on and no alternate method is available. Backups make the biggest difference. For other Microsoft sign-in problems, see Outlook or Microsoft account locked and Microsoft account hacked.

AwareXone helps people review account access and security through official routes. We are independent and not affiliated with Microsoft, the work is best-effort, and Microsoft makes the final decision. Read more about our account security support.