Problem to Scan QR Code with Authenticator

Question

Dear,

Good evening, I need some help with my Microsoft work account.

I added my work account on the Microsoft Authenticator app. But I have some problems with my change my account to 'Passwordless' login. So I remove my work account.

After that I want to try one more time to add my work account but it doesn't work.

First, I could not select the security information to scan QR code once again.

Second, I could not enter two number code on the Microsoft Authenticator app.

Third, there is no Verification code on the app.

And even it shows my work account doesn't exist.

So I tried my own account, and that one is working. However, I need to complete the connection of my work account.

Please help me to solve this problem. I need to add my account until this month.

Sincerely,

Sungyun Choi

Answer 1

Hello Sungyun Choi

Greetings, I am Udit and I am glad to assist you today.

Please follow these steps to resolve the issue.

1. Uninstall the Microsoft authenticator app from your phone.
2. Restart your phone
3. Go to https://mysignins.microsoft.com/security-info and remove the authenticator from there.
4. Add the sign-in method as microsoft authenticator on the same page.
5. Install the authenticator app in the phone
6. Follow the instructions on the screen.

Please note that the settings have to be added by the administrator. If the admin has disabled the Authenticator settings, it might not work.

I hope this will help.

Regards

Udit

Answer 2

I understand. In this case, your admin can assist you. If he revokes the authenticator session and select the option to re-register the Microsoft authenticator after that you would be able to get it done and it would not ask for the authentication and you can re-register by following the above mentioned steps. It has to be done from the Azure Active directory from the admin. You can request them for the same and it will be done.

Regards

Udit

Answer 3

Dear Udit,

Thank you for the way. But may I know where I can find that page?

And may I confirm with you, I need to choose Revoke MFA sessions first and then I need to do the step of requiring re-register MFA, is it correct?

Sincerely,

Choi sungyun

Answer 4

The page is for admin and they will get it in Azure AD also known as Microsoft Entra ID. Once they go to the Azure AD>>go to users>>select your profile>>on the right side they will see authentication method>>under authentication method they need to select revoke MFA and requiring re-register. Once they do that, you can follow the following steps:

1. uninstall the authenticator app from the phone
2. Restart the phone
3. Install the Authenticator app in the phone
4. Try to sign in and follow the instructions.

Regards

Udit

Answer 5

Dear Udit,

Thank you for the solution. However, I have the problem to remove the authenticator from the website. If I go to the website, it will change to the page of 'Approve sign in request' automatically. And if I go back to the security info page, it will show loading and won't move on. Even I have already uninstalled the app and restarted my phone.