Login trouble my account

Add the personal account from its online Security page and scan the generated QR code, rather than entering the email address directly in Authenticator.

Add the account using a QR code

1. Update Microsoft Authenticator from your phone’s app store; the latest version is required when adding an account.
2. On a computer or another device, sign in to the Microsoft account Security page using the Outlook.com, Hotmail, or Live account that works elsewhere.
3. Select Manage how I sign in.
4. Select Add a new way to sign in or verify.
5. Choose Use an app.
6. If Authenticator is already installed, select Set up a different Authenticator app, then Next. A QR code should appear.
7. On your phone, open Authenticator and select:
   • +
   • Personal account
   • Scan a QR code
8. Scan the code displayed on the other device and complete the verification prompts.

If the camera cannot scan it, select I can’t scan the bar code on the setup page, then choose Enter code manually in Authenticator. These are Microsoft’s documented enrollment steps for personal accounts.^1^

If the account is still rejected

Try these checks in order:

• Type the complete Microsoft account alias manually rather than pasting it, to avoid hidden spaces.
• Switch between Wi-Fi and mobile data, disable any VPN temporarily, and ensure the phone’s date and time are set automatically.
• Verify that Authenticator is updated and that Settings → App updates is enabled.^2^
• If the browser-generated QR code works, there is no need to make direct email entry in the app work.

If enrollment still fails, open Authenticator’s top-level menu and select Send feedback to submit diagnostic logs. Then contact Microsoft Support for the personal account and provide the exact error text, phone operating system, and confirmation that browser-based QR enrollment also failed.^2^

Do not use Work or school account for an Outlook.com, Hotmail, or Live personal account.

References

1. How to add your accounts to Microsoft Authenticator | Microsoft Support
2. [Personal accounts](https://support.microsoft.com/authenticator/troubleshoot-problems-with-microsoft-authenticator)