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

What to do now

1. Make the phone stable and keep evidence for support.

   • Plug in the phone and ensure you can unlock it reliably.
   • Take screenshots of the authenticator app showing missing/empty accounts (helps if you need support).

2. Use the correct recovery flow for the authenticator you’re using (before reinstalling).

   • Microsoft Authenticator: use “Restore from backup” / “Begin recovery.” Microsoft states restores only work to the same device type (iOS↔iOS, Android↔Android).
   • Google Authenticator: if you still have the old phone, use Transfer accounts (export on old, import/scan on new). If your version offers sign-in/cloud sync and you previously enabled it, sign in and check whether anything repopulates—but keep transfer/re-enrolment as your main plan.
   • Authy: re-install and verify your phone number. If you previously enabled multi-device and backups, tokens may reappear. If they don’t, Twilio notes tokens can sometimes be permanently lost after device loss/factory reset/sync problems—so you may need to re-enrol 2FA with each service. If you can’t access Authy on any device but still control the phone number, use Authy’s Recover Access process (it can take time, and any Authy backup password/key can’t be recovered).

3. If you still have the old phone, treat it as your recovery key.

   • Keep it powered; don’t wipe it.
   • Transfer/export accounts if the app supports it.
   • If transfer isn’t possible, use the old phone to sign in to your most important accounts and add a second sign-in method (backup codes, another authenticator, security key) before you lose access.

4. Regain access in an order that prevents cascading lockouts.

   • Email account(s) used for password resets (first).
   • Cell carrier account (so you can stop SIM/number takeovers quickly).
   • Password manager (if you use one).
   • Financial accounts, then everything else.

5. Use built-in “alternate verification” options on each account (don’t guess).

   • Look for: “Try another way,” “backup codes,” “security key,” “text/call,” “trusted device,” or “account recovery.”
   • After you’re back in, go to the account’s security settings and re-add/re-link the authenticator and generate new backup codes.

6. Check quickly for signs of compromise.

   • Review your email account’s recent sign-ins, password reset emails, and any changes to recovery email/phone.
   • If anything looks wrong, change the email password, sign out of other sessions, and secure recovery methods.

7. If you suspect a SIM swap/number port (you suddenly lose service or can’t receive calls/texts):

   • Contact your mobile carrier immediately to regain and lock down control of the number.
   • Check bank/credit card accounts for unauthorized changes and contact your financial institutions if anything looks wrong.
   • If you believe you’re a victim of SIM swapping or related fraud, file a report with the FBI via IC3.