Troubleshooting Microsoft Authenticator Setup

Aug 28, 2025

Problem 1: QR Code Won’t Scan

Make sure your phone’s camera is working and not obstructed.
Check your internet connection on both devices.
If the QR code still won’t scan, click Can’t Scan Image? on your desktop to get a manual code, then enter it in the Authenticator app.

Problem 2: “Account Already Exists” in Authenticator

If the account already exists in the app, you'll have to remove it before proceeding:
1. Open Authenticator.
2. Tap the account you want to remove.
3. Tap Remove Account, then confirm.
Restart the app and try adding the account again using the QR code.

Click here for detailed instructions.

Problem 3: Stuck at Verification Step

Make sure Notifications are allowed for the Authenticator app.
If you still don’t receive the prompt, open the Authenticator app and look for a 6-digit code. Enter it manually on the desktop setup screen.

Problem 4: Lost Access

Authenticator Was Not Fully Reset by MyHelp - If the reset wasn’t completed in the system, the old MFA configuration is still active and will block sign-in.
Account Still Saved in Authenticator App - If the old account wasn't removed from the Authenticator app before re-adding it, the app may still try to use outdated credentials.
Wrong Account Added - Sometimes a personal account is accidentally added instead of their school/work account, leading to sign-in errors.
Time Sync Issue - The Authenticator app relies on the device clock. If the phone’s time is not synced automatically, the codes generated may not match.
Using an Old Device - If the account is still tied to an old phone or tablet that hasn’t been removed, Microsoft may try to send prompts there instead of the new device.

If any of these are the case click here for more detailed instructions.

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