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 before changing anything.

   • Plug in the phone.
   • Keep the authenticator app open if it still shows anything useful.
   • Avoid updating, reinstalling, resetting, or clearing app storage unless an official recovery step specifically requires it.
   • If you need screenshots for official support, hide or crop out any visible one-time codes.

2. Check the authenticator app’s own recovery path.

   • For Microsoft Authenticator, open the app and use Restore from backup or Begin recovery before signing in normally. Microsoft says backup and restore generally work only on the same device type, such as iOS to iOS or Android to Android.
   • For Google Authenticator, check that you are signed in to the correct Google Account in the app. If your codes were saved to a Google Account, they may sync when you sign in on the new device. If you used Google Authenticator without a Google Account and still have the old phone, use Transfer accounts, export on the old phone, and import by scanning the QR code on the new phone.
   • For Authy, try the official Authy restore or account recovery route. Tokens may return if the needed settings and backups were already in place; if they do not, you may need each affected service to reset or re-enrol two-factor authentication.

3. If the old phone still has codes, use it first.

   • Keep it powered on and connected.
   • Use its current codes to sign in to your most important accounts.
   • Once signed in, add a second sign-in method before removing the old authenticator entry.
   • Save new backup codes somewhere you can reach without that phone.

4. Regain access in the order that reduces lockouts.

   • Start with the email account used for password resets.
   • Then secure your cell carrier account.
   • Then secure your password manager, if you use one.
   • Then handle financial accounts, work accounts, and the rest.

5. Use each account’s official alternate verification options.

   • On the real website or app, look for options such as Try another way, backup codes, security key, trusted device, text, call, or account recovery.
   • Do not guess codes repeatedly.
   • After you get back in, remove the broken authenticator entry, add the authenticator again, and generate fresh backup codes.

6. Check for signs that this is more than an app problem.

   • In your email account, review recent sign-ins, password reset messages, forwarding rules, recovery email changes, and recovery phone changes.
   • If anything looks wrong, change the email password, sign out of other sessions, and secure recovery methods from a trusted device.
   • Check high-risk accounts for new devices, changed recovery details, or unfamiliar transactions.

7. If you may be dealing with a SIM swap or number port, act on the phone number first.

   • Contact your mobile carrier through its official app, website, store, or published support number to regain control of the number.
   • Ask about locking the account or adding port-out protection.
   • Check bank and credit card accounts for unauthorized changes or transactions.
   • If you believe this involved cyber-enabled fraud, you can file a report with IC3.