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How to Fix Microsoft Authenticator Account Disappeared After Update
Question details
The user needs to recover or reset a Microsoft Authenticator account entry for a third-party service that vanished following an app update.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Attempting to sign in to a third-party file-sharing service after a Microsoft Authenticator app update, without possessing the original QR code.
- Observed behavior
- The specific account entry is missing from the Authenticator app, preventing the user from generating login codes and signing into the service.
Before proceeding, check if you have saved any backup codes, have alternative authentication methods set up (like SMS or a backup email), or if your Authenticator app has a recent cloud backup that can be restored.
Contact the Administrator to Reset Multi-Factor Authentication
This is the most reliable method to regain access when an Authenticator entry is lost and no backup codes are available.
Since the original QR code is lost and the account entry is missing, the security token cannot be manually restored. The third-party service administrator must clear your current MFA configuration so you can register a new one.
Find the IT support contact or system administrator for the company hosting the file-sharing service you are trying to access.
Explain that your Microsoft Authenticator app lost the account entry after a software update and request a multi-factor authentication (MFA) reset for your specific user account.
Once the admin resets your MFA, log into the file-sharing service using your standard username and password. You will be prompted to set up MFA again; open Microsoft Authenticator, tap the '+' icon, and scan the newly generated QR code on your screen.
Use an Alternative Sign-In Method
Use this solution if you previously configured secondary authentication methods for the affected service.
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Frequently Asked Questions
Why did my Authenticator account disappear after an update?
App updates can sometimes cause local database glitches or fail to properly migrate secure tokens to the new app version. This is particularly common if the app's cache was cleared or if cloud backup was not actively syncing prior to the update.
Can I recover a lost Authenticator account from a cloud backup?
Yes, if you previously turned on the Cloud Backup (iOS) or Cloud Sync (Android) feature in your Microsoft Authenticator settings, you can recover your accounts by signing into your recovery account. However, this feature must have been enabled before the account entry disappeared.
How do I prevent losing my Authenticator accounts in the future?
To prevent data loss, always enable the 'Cloud Backup' feature within the Microsoft Authenticator app settings. Additionally, whenever you set up MFA for a new service, generate and safely store the provided emergency backup codes in a secure password manager or physical safe.
