Microsoft Authenticator App on Android - cannot add a new account...

Question

Hi There

So, I am trying to add a new work account to the authenticator app, as I need to be able to sign into Excalibur which is used by the training organisation I work with. I try to sign into Excalibur in Chrome and it asks me to verify open the app on my phone to authenticate the log-in. Problem is, the account is not yet added to the app. I try to add it in the app, and the app itself tells me to authenticate the log-in in the app, which I am trying to add the damn account to at the moment!

Any advice on this would be most welcome, as this is why I abandoned Windows a year-and-a-half ago. Many thanks.

P.S. and yes, I know that the category and topic etc are not right, but I couldn't locate the appropriate ones to select...

Answer 1

Hi NickHolden3!

We have not been able to get hold of you, and it has been 72 hours since we’ve heard from you on this thread.

We will have to proceed with the closure of this thread. Helping you resolve this inquiry is still our top priority that is why we want to invite you to please reach us again for any questions/issues. You can easily do so by posting a new question.

We want to make sure that we can deliver the support you need. As such, we want to share the following support resources where you can get helpful troubleshooting articles, tips, solutions, videos and more.

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Sincerely,

ReynaldoB

Consumer M365 Forum Moderator

Microsoft Community

Answer 2

Hi NickHolden3!

We would like to follow-up if you are still having issues with Microsoft Authenticator App on Android - cannot add a new account... - Microsoft Community.

We want you to know that it is important for us it help you get your query answered/resolved.

We will wait for your response in the next 24 hrs.

Please answer back to this thread if you are still having the same problem and need further support.

Also, please allow 24-48 hours for us to get back to you.

Sincerely,

ReynaldoB

Consumer M365 Forum Moderator

Microsoft Community

Answer 3

Hello NickHolden3!

Welcome to Microsoft Office Community Forum. Thank you for sharing your concern with us today and we hope that all is well.

We do understand your concern that you are having issues adding your work account to the Microsoft Authenticator App on your Android phone. Let’s us check on this together and sort this out. Rest assured, we will do anything in our capability to assist you with your concern.

The reason why you can't add your account to the Microsoft Authenticator App is because it is a work account. It may need an additional permission from your IT administrator in your company. Because when you add an account on the Microsoft Authenticator App specially if it is not a personal account then it will need to verify your login due to security reasons since that account is connected to a private network. But if you are granted a permission from your company to have an access outside your organization then the process should be working. However, since it is not allowing you to add the account, we would like to ask a few questions about this for us to better isolate this issue.

1. Do you have a permission from your IT department in your company to use the account outside of your organization? If you are not sure if you have the permission, you can try contacting your IT administrator about the issue since they are the once who has a full control of your email account.
2. How many times you've tried adding the account on the Authenticator App?
3. What troubleshooting steps you've done to further resolve the issue?
4. How many accounts you have added already on the Authenticator App?
5. Can you please provide us a photo or screenshot of the error?

For more information you can refer to this articles;

• Add a work or school account to the Microsoft Authenticator app - Azure AD | Microsoft Docs
• Manually add an account to the app - Azure Active Directory | Microsoft Docs
• Set up the Microsoft Authenticator app as your verification method - Azure AD | Microsoft Docs

We look forward to your response.

Sincerely,

ReynaldoB

Consumer M365 Forum Moderator

Microsoft Community