Unable to add account in Authenticator app

Question

Unable to add account in Authenticator app

divya m 5

When I try to add my work account to the Microsoft Authenticator app, screen displays saying "Approve sign-in request" and the text below says "We've sent a notification to your mobile device. Please open Microsoft Authenticator app to respond". But I am in the app trying to set this account up so I can't re open it and if I do I just get back to the "Add account" home screen.

The only other way of verifying my account that is available to me is send a code to the app which is also unhelpful. There is no option to send a text message.

It seems that the only way to verify my account is using the app. When I log on to the website and try and look at any security settings I am again asked to verify my identity with the app which does not work and there is no alternative.

Please help me in resolving this issue as I am completely stuck from work profile.

Jody Brown 0 Reputation points

2025-07-11T22:57:55.0833333+00:00
Hi,

To troubleshoot adding a work account to Microsoft Authenticator, start by ensuring push notifications are enabled and you have a stable network connection. If you're still facing issues, try removing and re-adding the account or contacting your IT admin for assistance.

Troubleshooting Steps:

1. Verify Network and Notifications:

Ensure your device has a stable internet connection.

Check if push notifications are enabled for the Authenticator app in your device's settings.

2. Re-authentication or Account Removal:

If the authenticator app isn't showing codes, try removing and re-adding the account.

Open the Authenticator app, select the account, tap the gear icon, and choose "remove account".

Then, tap the plus icon and follow the prompts to add the account again.

3. Check for Errors and Restrictions:

If you encounter errors like "not enough authentication methods," you might need to register more methods on your account or contact your IT admin.

If you see "location is restricted," your admin may have policies in place.

4. Verify Account Details:

Double-check that your work or school account credentials are correct.

Ensure your phone number or email address is accurate.

5. Contact Support or IT Admin:

If the issue persists, contact Microsoft Support for personal accounts or your IT administrator for work/school accounts.

6. Additional Tips:

Make sure your device's date and time are correct.

Try restarting your device.

If you're using a VoIP number, switch to a mobile phone number.

Check your junk/spam folder for verification codes.
Raja Pothuraju 45,870 Reputation points Microsoft External Staff Moderator

2025-07-13T16:00:16.99+00:00
Hello divya m,

Based on your description, I see you are unable to login into Azure Portal due to an incomplete MFA process and looking to reset your MFA for your user.

In this situation, you need to contact your other Global administrator to reset your MFA registration.

Please share these steps with another global administrator in the tenant to reset your MFA.

To manage user settings, complete the following steps:

1.Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.

2.Browse to Identity > Users > All users.

3.Choose the user you wish to perform an action on and select Authentication methods. At the top of the window, then choose “Require re-register MFA” options for the user.

Then you can login back to any office application and register with new MFA auth method.

If you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

We can then connect offline to discuss further and assist you in resolving this issue.

1 answer

Your answer

Jody Brown 0 Reputation points

2025-07-11T22:57:55.0833333+00:00

Hi,

To troubleshoot adding a work account to Microsoft Authenticator, start by ensuring push notifications are enabled and you have a stable network connection. If you're still facing issues, try removing and re-adding the account or contacting your IT admin for assistance.

Troubleshooting Steps:

1. Verify Network and Notifications:

Ensure your device has a stable internet connection.

Check if push notifications are enabled for the Authenticator app in your device's settings.

2. Re-authentication or Account Removal:

If the authenticator app isn't showing codes, try removing and re-adding the account.

Open the Authenticator app, select the account, tap the gear icon, and choose "remove account".

Then, tap the plus icon and follow the prompts to add the account again.

3. Check for Errors and Restrictions:

If you encounter errors like "not enough authentication methods," you might need to register more methods on your account or contact your IT admin.

If you see "location is restricted," your admin may have policies in place.

4. Verify Account Details:

Double-check that your work or school account credentials are correct.

Ensure your phone number or email address is accurate.

5. Contact Support or IT Admin:

If the issue persists, contact Microsoft Support for personal accounts or your IT administrator for work/school accounts.

6. Additional Tips:

Make sure your device's date and time are correct.

Try restarting your device.

If you're using a VoIP number, switch to a mobile phone number.

Check your junk/spam folder for verification codes.
Raja Pothuraju 45,870 Reputation points Microsoft External Staff Moderator

2025-07-13T16:00:16.99+00:00

Hello divya m,

Based on your description, I see you are unable to login into Azure Portal due to an incomplete MFA process and looking to reset your MFA for your user.

In this situation, you need to contact your other Global administrator to reset your MFA registration.

Please share these steps with another global administrator in the tenant to reset your MFA.

To manage user settings, complete the following steps:

1.Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.

2.Browse to Identity > Users > All users.

3.Choose the user you wish to perform an action on and select Authentication methods. At the top of the window, then choose “Require re-register MFA” options for the user.

Then you can login back to any office application and register with new MFA auth method.

If you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

We can then connect offline to discuss further and assist you in resolving this issue.

Answer 1

Alan Downs 0

Classic unhelpful generated answers from those who’s app is working.

my actual experience shows that if you have notifications for the app ‘off’ you won’t get the in app pop up on the current screen that shows the list when it asks you to choose the right number. Causing a loop.

I expect more from global companies. Maybe stop giving away your money and make sure stuff with you name on it works..? In ALL permutations.

slack.

Share via

Unable to add account in Authenticator app

1 answer

Your answer