Trying to add an account to my authenticator and it keeps throwing an error

Question

Trying to add an account to my authenticator and it keeps throwing an error

David Williams 0

have been assigned an email address for a company im subcontracting to. when ever I try to add 2FA it says on my mobile "unable to add account we couldn't add the account please verify that the activation code is correct and push notifications are enabled on your device for this app"

notifications are enabled, have reset the app multiple times. and get this. can you please help

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Answer 1

Dear @David Williams,

Thank you for reaching out to Microsoft Q&A forum. I understand that you are unable to add an account to Microsoft Authenticator, even after enabling notifications and reinstalling the app, the issue continues.
To better assistance, could you please confirm:

Are you using the latest version of Microsoft Authenticator from the official app store?
Is this a personal device or company-managed device?
Can you access https://aka.ms/mfasetup and start MFA registration from a browser?
Are you signed into the Authenticator app with your Microsoft account before adding the new account?
Is the subcontracted company enforcing App Protection Policies or Conditional Access that might require device compliance?
Have you tried adding any other account (personal or work) to confirm if the app works generally?
What is your phone’s operating system and version (iOS/Android)?

In the meantime, I recommend these steps below:

Check App Permissions Ensure Microsoft Authenticator has Notifications, Background App Refresh, and Camera permissions enabled.
Sync Time On your phone, go to Settings > Date & Time > Enable Automatic Time.
Clear App Cache & Reinstall Uninstall Authenticator, restart your phone, and reinstall from the official app store.
Use Manual Code Entry On the QR code screen, select “Can’t scan image?” and enter the code manually.
Test Push Notifications Add a personal Microsoft account to Authenticator to confirm notifications work.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

I truly appreciate your patience and understanding. If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you.

Thank you for your cooperation.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
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David Williams 0 Reputation points

2025-10-21T04:52:58.5233333+00:00

Ive tried your above suggestions but none have worked. cant get hold of the administrator either to sort.
AlexDN 11,440 Reputation points Microsoft External Staff Moderator

2025-10-31T01:39:11.4466667+00:00

Dear @David Williams,
Thank you for confirming that the previous steps didn’t resolve the issue. Since you’re unable to reach the administrator and the error persists, here are some additional troubleshooting options:

Verify Activation Code Validity
Ensure the activation code hasn’t expired. Codes typically expire after a short time, request a fresh code from the MFA setup page: https://aka.ms/mfasetup.

Check for Device Management Policies
If the subcontracted company uses Conditional Access or App Protection Policies, your device may need to be marked as compliant. This often requires:

Installing Microsoft Intune Company Portal (if required by the organization).

Signing in and completing compliance checks.

Network & Push Services

Confirm your device has stable internet and can reach Google/Apple push notification services.

If using Android, disable Battery Optimization for Microsoft Authenticator.

Try Adding via Browser First From https://aka.ms/mfasetup, choose “I want to use a different method” and select Authenticator app. If QR fails, use manual code entry.

Also, this may involve tenant-specific settings, the administrator for the subcontracted company will need to confirm:

MFA is enabled for your account.

No restrictions prevent adding the account on unmanaged devices.

If you still cannot add the account after these checks, please let me know:

Your phone OS and version (iOS/Android).

Whether you can add a personal Microsoft account successfully.

If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you. Thank you for your cooperation.