Microsoft Authenticator app QR Code error

Question

I want to add my Microsoft 365 email to Outlook app and have the Authenticator enabled.

It stopped working three weeks ago. I had gotten it to work to add 3 of 4 of my emails.

Today, at Microsoft 365 I opened the Microsoft Authenticator app to scan the QR code to enable it and it had an error message.

How do I enable the Microsoft Authneticator app to scan the QR code?

I see that when I tried to open the 4 of 4 email and input the password, it opened my Academic email at Microsoft 365 and it did not scan the QR code in the Microsoft authenticator app.

How do I claim my email from a third party? It is a work or school email yet I pay for my business Microsoft 365 email

and plan to migrate all my data from Excel and Word later in December 2025.

Answer 1

Hi Baijin Numveragi, 

Thank you for reaching out to us. I'm glad to help you! 

Based on my understanding, you're currently experiencing a problem with your Microsoft Authenticator app when trying to scan a QR code, which is preventing you from adding your Microsoft 365 Business email to the Outlook app. It also seems like there might be some confusion between your business account and an academic account during this process. 

To help me assist you best, could you please provide a bit more information:

1. What's the exact error message that appears when you try to scan the QR code? If possible, could you take a screenshot of the error and send it to me?
2. Are you currently able to sign in to your Microsoft 365 Business account on a computer? (by using your regular password, or getting a code via SMS without needing the Authenticator app?)
3. Are you an end-user of this Microsoft 365 Business account, or are you an admin?

While I await your reply, please help me try this one if you are an end-user/admin - still have access to your work account on your computer and you have permission to set "Authenticator app" as your new sign-in method in the "Security info" section of your Microsoft 365 account:

Please uninstall the Microsoft Authenticator app completely from your phone. Restart your phone. Then, download and reinstall the Microsoft Authenticator app from your phone's app store. 

On your computer, please try signing out of all Microsoft accounts (including any academic accounts) in your web browser. Open your browser in an incognito/private window. Sign in to your Microsoft 365 Business account portal (usually via myaccount.microsoft.com or your admin portal if you're an admin). Look for the "Security info" > Delete and add a new sign-in method and select "Authenticator app." Follow the prompts to display a new QR code, and then try scanning this new code with the Authenticator app you just reinstalled on your phone. 

If you are unable to change (remove or add) the Authenticator (MFA) settings yourself in the "Security info" section, it means that your company may have set up its own security policy. In that case, please help me answer the questions above, and I will guide you through the next steps.

Once I receive more information, I can provide the steps to help you. Please understand that our initial response may not always resolve the issue right away. But with your help and a bit more detail, I'll try my best to help you.

Looking forward to your reply!

Sincerely,  
Jeanie-H - MSFT | Microsoft Community Support Specialist.

Answer 2

Hi Microsoft Support,

I have been reporting my concern under the provided case number since last week. Unfortunately, I have not received any meaningful response or resolution to date.

I have called your support numbers (+61 1800 624 449 and +61 1800 197 960) more than 20 times, but each time I receive the same scripted response: “I understand your situation,” with no real progress being made.

I am currently using Microsoft 365 Business Basic, and I do have a valid case number. However, the support experience so far has been extremely disappointing. Is this the standard level of service for Microsoft 365 support?

Can someone please assist me in recovering my account? I urgently need access, and I am growing increasingly frustrated with the lack of effective support.

Any help would be greatly appreciated.

Answer 3

Hi Kelly Activa,

Apologies for the inconvenience caused to you.  

If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the provided prompts. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant. In this situation, just only the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts. Because that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc. 

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.  

Please understand that our initial response may not always resolve the issue right away. But with your help and a bit more detail, I'll try my best to help you.  

Looking forward to your reply!  

Sincerely,  
Jeanie-H - MSFT | Microsoft Community Support Specialist.

Answer 4

Hi Baijin Numveragi,

I hope you're doing well! I just wanted to follow up in case you had a chance to take a look.

No rush at all, please feel free to get back to me whenever it's convenient for you. I'm happy to assist if you have any questions or need further information.

Sincerely,  
Jeanie-H - MSFT | Microsoft Community Support Specialist.

Answer 5

hi Jeanie-H

I am still experiencing the same issue, despite having an existing case number. It has now been seven days since I first reported the problem, yet I have not been given any timeframe for when it will be resolved. Every time I call customer support, a different representative answers and asks the same set of questions, but I receive no clear or consistent information about the status of my case or when it will be fixed. it is already 7 days since i reported my problem.