In This Guide
This is the single most common lockout we see. Someone gets a new phone, the shop moves everything across, the old phone is wiped or traded in — and then Microsoft asks for an Authenticator approval that never arrives.
The Authenticator backup is useful, but it was never a full copy. Here's exactly what comes across, and what you have to redo.
1. What the Backup Does and Doesn't Restore
| What's in Authenticator | Comes back from backup? |
|---|---|
| Personal Microsoft account (passwordless sign-in) | Only the account name — you sign in again to reactivate it |
| Six-digit code accounts (Google, Facebook, Xero and other apps) | Yes, if backup was turned on |
| Work or school account | Only the account name — shows "Sign in to add your account" until you sign in again |
| Passkeys in Authenticator (work accounts) | No. Microsoft says they're device-bound and can't be synced |
Backup has to be switched on before you change phones: on Android it's Cloud backup in Authenticator's settings (needs a personal Microsoft account); on iPhone it's iCloud backup, with iCloud Keychain turned on.
2. If You Still Have the Old Phone (the Easy Way)
- On the old phone, open Authenticator → Settings and confirm backup is on.
- Install Authenticator on the new phone and choose Begin recovery / Restore from backup, signed in with the same personal Microsoft account (iPhone: same Apple Account).
- For each work account showing a red warning, tap it and sign in again.
- Work account with a passkey? Go to Security info and add a new passkey on the new phone.
- For apps using six-digit codes that didn't come across, sign in to each one and re-link the authenticator.
- Test every account. Only then remove the old phone from Security info and wipe it.
Shops often wipe the old phone at the counter. Keep it, charged, until every account works on the new one.
3. If the Old Phone Is Lost, Broken or Wiped
What you can do depends on the account:
Work or school account
You can't fix this on your own if Authenticator was your only method. Your IT administrator can require you to re-register your sign-in methods or issue a Temporary Access Pass, then you set Authenticator up fresh. Call them first.
Personal Microsoft account
Sign in using another method on file — recovery email, a passkey on your PC, or a phone number if it's still listed. If you've got nothing, it's the account recovery form, which is automated.
Code-based apps (Google, Xero, banks)
Use each service's own recovery: backup codes you saved, a recovery email, or their identity check. Every service is different.
Business owner who's the only admin
This is the hard one. Microsoft's Data Protection team has to verify you own the business before restoring access, which can take days. Prevent it with a second admin account.
The full lockout path for personal accounts is in our guide: locked out of your Microsoft account.
4. iPhone to Android (or Android to iPhone)
Authenticator backups don't cross between iPhone and Android. Treat it as a fresh setup:
- Keep the old phone working.
- Install Authenticator on the new phone and add each account fresh — work accounts through Security info, your personal Microsoft account by signing in, and code-based apps through each app's security settings.
- Create new passkeys on the new phone. iCloud Keychain passkeys won't move to Android, and Google Password Manager passkeys won't move to iPhone.
- Remove the old phone from each account once the new one works.
5. Authenticator Not Working on the New Phone?
- Codes rejected: the phone's clock is wrong. Turn on automatic date and time.
- No approval notification: check notifications are allowed for Authenticator and the phone isn't in a Focus or battery-saver mode.
- Passkey option missing on iPhone: Settings → General → AutoFill & Passwords → turn on Authenticator.
- Android won't let Authenticator store passkeys: Microsoft recommends Android 15; menus vary by brand.
- Phone-to-computer sign-in won't connect: Bluetooth on for both devices, and keep them close.
New Phone Day? Bring It to Us First
We move Authenticator, passkeys and your other sign-ins across with you, and test every account before the old phone is wiped.
Book HelpSources
Microsoft — Transfer Authenticator to a new phone · Microsoft passkey FAQ · Register a passkey in Authenticator · Microsoft — Emergency access accounts. Checked 11 October 2026.