Unable to add an account to Authenticator

Question

Hi I am trying to set up Authenticator with an account. I enter the email address and the password but then it asks me to add the code on Authenticator. How can I add a code when I am already in Authenticator trying to add the account?

I keep going around in circles.

Answer 1

Hi Denise,

I've encountered this question from customers before, and it’s a common challenge with two-step authentication setup. Here’s how it usually goes:

Look for a QR Code or Setup Key: When setting up Authenticator for an account, the service (such as Google, Microsoft, or others) typically provides either a QR code or a setup key on their security settings page. This part of the process happens outside the Authenticator app itself.

Add the Account in Authenticator: In the Authenticator app, select Add Account rather than signing in. Then, scan the QR code displayed on the service’s setup page or enter the setup key manually if that option is available.

Use the Code Generated in Authenticator: Once Authenticator generates a time-based code for the account, return to the account’s setup screen and enter this code where it asks for verification.

If customers still find themselves looping back, it’s often because the setup page didn’t refresh to show the QR code. Refreshing the page or opening a new browser session usually resolves this. This should help clear up any confusion in the setup process!