Login problem with Microsoft Authenticator

Jinhyun Kim 1 Reputation point


I have a problem with login.

I have an ID as 'whiterens@hansono.com', but

I have another id called as user principal name, 'whiterens_hansono.com#EXT#@hansono2015.onmicrosoft.com'.

Only with using user principal name, I cannot login because of authenticator problem.

My microsoft authenticator doesn't have the id in the list, but everytime I try to login, it require

authenticator verification.

I can't even add an id to the authenticator because it also require verification code from authenticator...

How can I fix this problem?


Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
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  1. VasimTamboli 4,775 Reputation points

    here are some steps you can try to resolve the problem:

    Ensure that you have the latest version of Microsoft Authenticator installed on your device. If not, update the app from the respective app store (e.g., Google Play Store for Android or Apple App Store for iOS).

    Remove the account from Microsoft Authenticator:

    • Open the Microsoft Authenticator app.
    • Navigate to the account list or settings section.
    • Find the account with the problematic user principal name ('whiterens_hansono.com#EXT#@hansono2015.onmicrosoft.com').
    • Remove or delete that account from the app.

    Add the account using the correct ID:

    • Open the Microsoft Authenticator app.
    • Look for an option to add an account or scan a QR code.
    • Instead of scanning a QR code, choose the manual entry or "Enter account manually" option.
    • Enter the correct ID, 'whiterens@hansono.com', along with the necessary account details.
    • Follow the on-screen instructions to complete the account setup.
    1. Verify your account:
    • Once you have added the account, you may need to verify it.
    • Depending on the verification method chosen during the account setup, you might receive a verification code through email, SMS, or another method.
    • Enter the verification code to complete the verification process.
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