---
schema_version: "1"
id: 3d2136316fa5aec548b8bb0f25d8036919c6089952aee8947b3ac80dba64fe0a
title: Troubleshoot Issues With Transferring Your Accounts in Salesforce Authenticator
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/basics_sa_restore_accounts_troubleshoot.md
canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.basics_sa_restore_accounts_troubleshoot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2da59e4738b6aba719dffc1dd6b18798d28bc4b06061c71c013dc8c4fd478112
description: If you forgot your backup passcode, or you can’t access your verified email address or mobile number, there are still a few ways to reconnect your accounts to Salesforce Authenticator after getting a new device or reinstalling the app.
products:
  - Salesforce Platform
  - Cross Cloud
release: "264"
---
# Troubleshoot Issues With Transferring Your Accounts in Salesforce Authenticator

If you forgot your backup passcode, or you can’t access your verified email address or mobile number, there are still a few ways to reconnect your accounts to Salesforce Authenticator after getting a new device or reinstalling the app.

If you created your backup on a previous device that you still have access to, you can reset your forgotten passcode or update your email address or mobile number. If you don’t have a previous device or can’t access it, you can manually reconnect your accounts without your backup.

#### See Also

- [Restore Connected Accounts in the Salesforce Authenticator Mobile App](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_authenticator_restore_from_backup.htm&release=264.0.0&type=5 "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.")

## I have access to my previous device.

To reset your forgotten passcode:

1. On your previous device, open the app and tap the Settings icon (![Salesforce Authenticator settings page icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-basics-264-0-0-production-enus/d8bf6981-f8ef-4f16-bfbd-c42ed32044eb/basics/images/salesforce_authenticator_settings_gear_icon.png)).
2. Tap **Change backup passcode** and follow the prompts to set a new passcode.

To update your email address or mobile number:

- On your previous device, open the app and tap the Settings icon (![Salesforce Authenticator settings page icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-basics-264-0-0-production-enus/d8bf6981-f8ef-4f16-bfbd-c42ed32044eb/basics/images/salesforce_authenticator_settings_gear_icon.png)).
- Choose the option that applies to your app version.
    - Tap **Change Email Address** and follow the prompts to verify a new email address (app versions 4.0 and above).
    - Tap **Verified number: \[your number\]** and follow the prompts to verify a new mobile number (app versions below 4.0).

## I’m restoring on the same device or I can’t access my previous device.

If you don't have access to your backup passcode and the email address or phone number that you used to back up your accounts, you can manually reconnect accounts.

1. Install Salesforce Authenticator on your new device and open the Salesforce Authenticator app.
2. For the prompt that asks if you have access to a different mobile device where you previously used Salesforce Authenticator, tap **No**.
3. For the prompt that asks if you want to try to transfer accounts to your new device, tap **No**.
4. Follow the steps to reconnect accounts for your scenario.
    
    The specific steps depend on what type of accounts you're connecting and how you use them, but in general, all scenarios require you to disconnect and then reconnect your accounts.