Using Authenticator app and adding accounts

Bev Gallant 0 Reputation points
2026-10-29T20:13:52.9233333+00:00

Why can't I add accounts to my Authenticator App? I am not getting verification codes. It says continue and it goes no further than that.

Microsoft 365 and Office | Install, redeem, activate | For business | Other
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  1. AI answer

    2026-10-29T20:14:15.6+00:00

    If Microsoft Authenticator shows Continue but does not complete setup, or no verification codes appear, the most common causes are:

    1. The account is not actually added in the app
      • Open Microsoft Authenticator and confirm the account is listed.
      • If it is missing, the app cannot generate codes or receive approvals.
      • For a work or school account, add it by opening Authenticator, selecting the plus (+) icon, choosing Work or school account, then Sign in, and entering the account credentials.
    2. The account must be added directly in the app to finish setup
      • If setup is stuck, add the account directly in Authenticator:
        1. Open Authenticator.
        2. Select + Add account.
        3. Choose the account type.
        4. Select Sign in with Microsoft and enter the username and password.
        5. Complete the verification step.
      • After that, go to Add a new way to sign in or verify, select Use an app, choose Get it now, close the new window, then select Next and Finish.
    3. Push notifications are disabled or the device has no network connectivity
      • Go to the device Settings and make sure push notifications are enabled for Microsoft Authenticator.
      • Confirm the device has network connectivity.
      • Then try the sign-in again.
    4. For Android work or school accounts, required device settings may be missing
      • Make sure the device requires a PIN or biometric to unlock.
      • If using Android for Work / Work Profile, make sure PIN or biometric is enabled for the profile in Authenticator.
      • Make sure Google Play Services and the Google Play Store are installed and enabled.
      • Make sure hardware encryption is enabled.
      • In Authenticator, go to Settings > Device Registration and confirm the account is registered and joined to work or school.
    5. The app or device may need a refresh
      • Open the app and confirm it launches normally and the account is shown.
      • Update Microsoft Authenticator from the device app store.
      • Restart the device.
      • If the app shows We could not complete the sign-in at this time or Something went wrong. [4s8qz], retry after a few moments, then update the app and restart the device.
    6. If the account was removed, changed devices, or is stuck in an MFA loop
      • This commonly requires an MFA reset.
      • For a work or school account, contact the IT admin and ask them to reset MFA or require re-registration so Authenticator can be set up again.
      • For a personal account, contact Support if the app still cannot be added after the steps above.

    If the issue continues, open Authenticator and use Send feedback to capture logs before contacting support or the IT admin.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Austin-H 8,805 Reputation points Microsoft External Staff Moderator
    2026-11-02T05:30:38.39+00:00

    Hello Bev Gallant
    Regarding your concern, may I confirm whether you are trying to add the Microsoft Authenticator app to a new device for your work account?

    If so, and your account is currently configured to use Microsoft Authenticator for MFA, you may be asked to verify your identity using one of your existing authentication methods. For example, if you recently changed to a new phone, you may need access to your previous authentication method before you can complete the setup on the new device.

    First, please try the following:

    1. Go to Security Info and sign in with your work account.
    2. If you can successfully sign in, select Add sign-in method.
    3. Select Microsoft Authenticator and follow the on-screen instructions to set it up on your new phone.

    User's image

    However, if signing in requires approval from the Microsoft Authenticator app on your old device and you no longer have access to that device, and there are no other authentication methods available, you will need assistance from your IT administrator or the administrator who manages your work account.

    Please ask the administrator to reset or require re-registration of your MFA authentication methods in Microsoft Entra ID. They can refer to the following Microsoft documentation for guidance: Manage user authentication options for Microsoft Entra multifactor authentication

    After your authentication methods have been reset, you should be able to sign in again and register Microsoft Authenticator on your new device. Once you regain access, I also recommend adding an additional authentication method, if your organization's policies allow it. This can provide another way to verify your identity if Microsoft Authenticator or your device becomes unavailable in the future.

    Otherwise, if you are the only user or administrator of the tenant, you will need to contact the Microsoft Support Data Protection team to have your MFA reset. Please locate the appropriate Microsoft support hotline and contact the frontline support team so they can raise a ticket on your behalf: Customer service phone numbers - Microsoft Support

    *Please note that this is a user-to-user support forum. Only Data Protection team can help you to revoke the session and reset your password, account, MFA...

    Data Protection Team will first verify your ownership of the account and revoke your MFA once confirmed. After that, you can set up the Microsoft Authenticator app again on your new device.

    Feel free to let me know if there are any updates or if you have further questions regarding this issue.

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