Restore Connected Accounts in the Salesforce Authenticator Mobile App

If you back up your Connected Accounts in the Salesforce Authenticator mobile app, you can restore them on another mobile device. You can also restore your accounts on the same device if you delete and reinstall the app.

Note Starting with app version 4.0, Salesforce Authenticator uses your email address to back up and restore your accounts. Older app versions use your mobile number instead. If you’re running an app version below 4.0, see Use Your Mobile Number to Back Up and Restore Your Accounts in Salesforce Authenticator. We recommend always running the latest version of the app.

The back up and restore feature is available if you have a Salesforce account connected to the app. To use the feature and avoid disruptions, ensure you have at least one Salesforce account connected.

Before you begin:

• To restore a backup of your accounts, you need your backup passcode and the email address or mobile number that you verified when you created the backup. If you forgot your passcode, or you can’t access your verified email address or mobile number, see Troubleshoot Issues with Restoring Your Accounts in Salesforce Authenticator.
• Your connected accounts remain active on only one device at a time. If you restore a backup of your accounts on a new device, you can no longer use the accounts on the previous device.
• You can’t restore a backup on a device that already has connected accounts.
• Automated verifications, custom connection names, custom usernames, and the sort order of your connections aren’t preserved. These settings return to their initial values. You can rename and re-sort your connections after you restore them.

To restore your backup:

1. From the Let’s Get Started screen, tap Restore from Backup.
2. Select your restore method.
   • If you created your backup using your email address, tap Restore with Email Address.
   • If you created your backup using your mobile number, tap Restore with Mobile Number (SMS), then switch to this knowledge article for the remaining steps.
3. When prompted, enter your email address and tap Send Code.
   Authenticator sends you an email with a one-time, six-digit verification code.
4. Find the verification code in the email you received. In Authenticator, enter the code and tap Verify.
   

   Tip If you’re viewing the email on the same device as the Authenticator app, instead of manually entering the code, you can tap the code in the email message to re-open the app. When you tap the link, your device asks for authorization to open the Salesforce Authenticator app.

   • Android: if prompted to select which app to open the link with, tap Salesforce Authenticator from the list. If your web browser opens, tap Open Salesforce Authenticator.
   • iOS: when asked for permission to open Salesforce Authenticator, tap Open.
5. Enter your passcode.
   When you see your connected accounts, the restore process is complete.

   

   Warning For security reasons, if you enter the wrong passcode 10 times, your backup is permanently erased.

Note

When you back up your connected accounts, your encrypted TOTP data is stored on Salesforce servers. Salesforce handles this data in compliance with our privacy policy. During backup and restore events, your passcode is used to verify your ownership of the backed-up accounts.