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 Jeanie-H - MSFT,

Can you help me to follow up my ticket number, I hope it will resolve as soon as possible it is already 9 Days.

thanks

Kelly

Answer 2

Hi Kelly Activa,

I understand you're eager for your issue to be resolved quickly, especially since it's already been 9 days. I truly apologize for the inconvenience.

As a Community Moderator, I don't have direct access to or control over user accounts, including logging in, resetting passwords, or changing access. Technical account issues are handled by a separate, specialized team.

However, I can help you track your ticket's status by the help of another team. Because this information is your internal tenant information, it should not be shared with each other, and only the status can be tracked by the agent who can handle it.

If you see your ticket status change to "pending" or any other status you're unsure about during this time, please don't hesitate to let me know. I'll continue to help you monitor it and do my best to ensure you get a response from the specialized team as soon as possible.

I appreciate your understanding regarding the limitations of my role, but please know that I'm always ready to assist you in any way I can!

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

Answer 3

Hi Jeanie-H,

We uploaded all the requested documents yesterday, July 4, 2025, and I also sent an email in the afternoon confirming the submission.

Could you please assist with a follow-up? I haven’t received any response from them as of yesterday, and today marks the 11th day.

Sincerely,

Kelly

Answer 4

Hi Jeanie-H,

Up to now, I still cannot access my Microsoft 365 account, despite having submitted all the required supporting documents. I find it very difficult to understand why your support team has been unable to properly facilitate and resolve this issue.

As a customer, it is extremely frustrating to experience such a lack of effective assistance. What is the purpose of having a support team if they are unable to help resolve critical issues like this?

I respectfully request a clear update and immediate action, as I have already provided all the necessary documentation.

Lastly, I trust that the support representative handling my case is a human being — not an AI. I sincerely hope she approaches this matter with human understanding, empathy, and urgency.

Thank you for your attention to this matter.

Kelly

Answer 5

Hi Kelly Activa,

Really sorry I couldn’t reply earlier. I’ve just been off for a bit due to feeling unwell. I truly appreciate your patience!

I saw that an agent contacted you yesterday. how are things going now? Has there been any progress?

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