If you lose the phone that has Microsoft Authenticator, first try another verification method already set up on the account. Then follow the recovery path for a personal Microsoft account or a work or school account: a backup may restore some personal-account entries, but work or school accounts generally need to be registered again. After regaining access, set up Authenticator on the replacement phone and remove the old device registration.
First, identify the account type
The recovery steps depend on whether you are signing in to a personal Microsoft account or an account managed by your employer or school. At the sign-in prompt, choose another verification method if one is available, such as a different phone number, email address, or configured sign-in method. A backup of the app is not a universal copy of every account credential.
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| Account type | What an Authenticator backup can do | Who may need to help |
|---|---|---|
| Personal Microsoft account | Restore eligible entries on the same device type; some accounts and codes still require sign-in again. | You, using the personal Microsoft account that stored the backup. |
| Work or school account | Restore the account name, but you must sign in again to activate the account. | Your organization’s help desk or administrator may need to clear old verification settings. |
These are Microsoft’s documented processes; whether you can sign in depends on your available verification methods, device platform, backup settings, and— for managed accounts—your organization’s policies.
Recover a personal Microsoft account
- Try another verification method. At the sign-in prompt, select another method already configured for your account if one is offered.
- Restore the backup, if you have one. Install Microsoft Authenticator on a replacement device of the same type as the device used for the backup. iOS backups cannot be restored to Android, or vice versa. Open the app, choose Restore from backup, and sign in with the personal Microsoft account that was selected when the backup was created. Microsoft’s restore instructions are at Back up and recover account credentials in Microsoft Authenticator.
- Complete any requested sign-in or verification. Personal accounts that use passwordless sign-in require you to sign in again. Restored entries may also request additional verification. Personal accounts that use one-time password codes may have those codes restored.
- If restore is unavailable, prepare the app before retrying. Microsoft says to sign out of or remove accounts in Authenticator before starting restore if the restore option is missing.
- If you cannot access the account that holds the backup, recover that account first. Microsoft directs users to its sign-in helper. Microsoft says support agents cannot restore Authenticator credentials when the recovery account itself is inaccessible.
Recover a work or school account
- Try another configured verification method at your organization’s sign-in prompt.
- If the lost phone was your only method, contact your organization’s help desk. Tell them the phone is lost or stolen and that you cannot complete two-factor verification. Microsoft says the help desk can clear settings so you can register for verification at your next sign-in. See Microsoft’s work or school account recovery guidance.
- If you can still sign in, add a new method before removing the lost one. Use your organization’s Security info page or the sign-in setup flow. Your administrator’s policy may limit the methods available.
- Allow for a possible security-information delay. Microsoft says replacing all security information for a work or school account can require a 30-day wait before sign-in. Its documented replacement flow also requires a 30-day wait when all methods have been lost.
Set up Authenticator on the replacement phone
Once you can access the account, register Authenticator on the new phone rather than assuming a restored entry is ready to approve sign-ins. For a work or school account, open the account’s Security info page or follow your organization’s setup flow, then scan the fresh QR code shown there. Microsoft’s instructions are in Set up the Microsoft Authenticator app as your verification method. For a personal account, review the available security methods in your Microsoft account settings and follow its prompts.
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Remove the lost phone’s registration
Installing Authenticator on a replacement phone does not automatically unregister the old device. Delete the app from the old phone if you recover it, and separately turn off verification or remove the device registration through the relevant account security page. For a work or school account, use the organization’s My Apps or company portal where applicable; your administrator may control device removal. Microsoft’s steps are at Remove a device from your Microsoft account.
Keep recovery options separate from Authenticator
A personal Microsoft account recovery code is different from an Authenticator backup. Microsoft describes it as a 25-digit code that you can create while signed in. Creating a new code invalidates the previous one, and a code you have lost cannot be retrieved. Store a current code somewhere separate from the phone you use to sign in. See How to use a Microsoft account recovery code.
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- WORKS WITH 1000+ ACCOUNTS: Compatible with Google, Microsoft, and Apple. A single Security Key NFC secures 100 of your favorite accounts, including email, password managers, and more.
- FAST & CONVENIENT LOGIN: Plug in your Security Key NFC via USB-A and tap it, or tap it against your phone (NFC) to authenticate. No batteries, no internet connection, and no extra fees required.
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You can also consider an additional sign-in method, such as a FIDO2 security key, if your account or organization supports it. Check supported methods before buying one: compatibility varies, and a security key does not recover Authenticator data. Microsoft lists physical security keys among passwordless options for some work or school accounts in its work or school account guidance.
Android backup change to note
Microsoft’s Authenticator backup guidance says that starting in January 2027, Android backup setup will use Authenticator through Google One backup rather than a personal Microsoft account. This is a stated future change, so check Microsoft’s backup and recovery page for the current setup when configuring a backup.
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