According to Microsoft Support, users must have iCloud Drive, iCloud Keychain, and iCloud Backup enabled on their iOS devices to recover account credentials on a new or reset device.
How Microsoft Authenticator Handles iOS Backups
Microsoft specifies that backup and restore functionality is locked to the device ecosystem. Accounts backed up on an iOS device cannot be restored to an Android device, and vice versa, according to official documentation.
What Data is Recovered During Restore
Not all account types are restored with the same level of detail. The recovery process varies based on the account’s security configuration:
- Third-Party Accounts: Accounts from services like Google, Facebook, or Amazon that use time-based one-time passwords (TOTP) are fully restored, and the codes are available immediately.
- Microsoft Personal Accounts: If the account uses only TOTP codes, they are restored. However, if the account uses passwordless sign-in, only the account name is backed up, and the user must sign in again to reactivate the service.
- Work or School Accounts: Only the account name is restored. These accounts require the user to sign in again to complete the verification process.
Steps to Restore Account Credentials
To recover accounts, Microsoft requires users to select the “Restore from backup” or “Begin recovery” options before signing into any accounts on the device. If a user signs in first, the restore option may disappear. In this case, Microsoft Support advises signing out of all accounts to make the recovery link visible again.
The process requires the user to sign in with the personal Microsoft account used to create the original backup. Once the restore is triggered, some accounts may display “Sign in to restore your account” or “Action required.” Users must tap these accounts and provide a password and additional verification (email or phone) to finalize the recovery.
Troubleshooting Recovery Failures
If the “Restore from backup” option is missing or the process fails, Microsoft identifies several common causes:
| Issue | Resolution according to Microsoft |
|---|---|
| Cannot access iCloud account | Contact Apple Support for account recovery. |
| Cannot access Microsoft backup account | Use the Microsoft account sign-in helper. |
| Restore option not visible | Sign out of all current accounts in the app and restart. |
| General restore failure | Manually add the accounts back to the app. |
Because Microsoft support agents cannot manually recover credentials from a user’s private backup account, the only alternative to a successful cloud restore is the manual re-addition of each account using the service provider’s recovery keys or alternative MFA methods.
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