What to do if…
your authenticator app shows accounts missing after an update or phone change

What to do now

1. Put both phones somewhere safe and keep them powered.

   • Put the new phone and old phone on charge.
   • Do not factory reset, trade in, wipe, or give away the old phone yet.
   • Set or keep a screen lock on both phones.

2. Check the authenticator app before reinstalling it.

   • Open the app settings and look for backup, sync, restore, transfer, or export options.
   • If the app offers a restore prompt, use that before manually adding new accounts.
   • If the app shows an account sign-in option, sign in only if you are sure it is the official app and your own account.

3. Use the right recovery route for the app you were using.

   • For Microsoft Authenticator, look for “Restore from backup” or “Begin recovery”. Microsoft says backup and restore only works on the same device type, so an iPhone backup cannot be restored to Android, and an Android backup cannot be restored to iPhone.
   • For Google Authenticator, if you still have the old phone, use Transfer accounts: export on the old phone and scan the QR code on the new phone. If you previously used Google Account sync, sign in to the same Google Account and check whether the codes reappear.
   • For Authy, try restoring access with the phone number used for Authy. If you used Authy backups, you may still need the backup password; that password or key usually cannot be recovered or reset.

4. If the old phone still has working codes, use it as the lifeline.

   • Use it to sign in to your main email account first.
   • In that email account’s security settings, add a safe second sign-in method, such as backup codes, another authenticator, or a security key.
   • Then repeat this for your password manager, mobile network account, banking or financial accounts, and other important accounts.

5. Use each service’s official fallback options.

   • On the sign-in screen, look for backup codes, use another method, security key, text or call code, or account recovery.
   • Do not guess codes repeatedly if the service warns that attempts are limited.
   • Once you regain access, go straight to security settings and add the new authenticator before signing out.

6. Check for signs that someone else may be in your accounts.

   • In your email account, look for unexpected password reset emails, new device sign-ins, changed recovery details, or new forwarding rules and filters.
   • If anything looks wrong, change the email password, sign out other sessions, and review recovery phone numbers and email addresses.
   • Then check the accounts that use that email address for password resets.

7. If you suspect a SIM swap or number port, treat it as urgent.

   • Warning signs include sudden “No Service”, SIM change messages, porting messages, or being unable to receive calls or texts.
   • Contact your mobile network provider using its official website, app, or a known customer service number, and ask them to secure the account and check whether a SIM swap or number port has happened.
   • If money has been taken or fraud has occurred in England, Wales, or Northern Ireland, report it to Action Fraud through Report Fraud. In Scotland, contact Police Scotland by calling 101 unless there is an emergency.