Authenticator Verification Code

Question

I have used the authenticator app for a while now.Today one of my accounts needed to be reset which was all OK. To be fully set up again the account is asking for me to scan the QR code, which I do, and type in the verification number. EVERY verification number I type in comes back as invalid. How do I sort this as it is a business critical thing I use

Answer 1

If you are having trouble with the verification code from the Microsoft Authenticator app being marked as invalid, here are some steps you can take to troubleshoot the issue:

1. Ensure Time Synchronization: Make sure that the time on your mobile device is set correctly. The Authenticator app generates codes based on the time, and if your device's time is off, the codes may not match.
2. Re-scan the QR Code: Sometimes, scanning the QR code again can help. Make sure you are using the correct QR code provided by the service you are trying to access.
3. Manual Entry: If scanning the QR code continues to fail, try entering the account details manually in the Authenticator app. You can do this by selecting the option to enter the code manually.
4. Check for Multiple Accounts: If you have multiple accounts set up in the Authenticator app, ensure that you are entering the code for the correct account.
5. Reinstall the App: If none of the above steps work, consider uninstalling and reinstalling the Microsoft Authenticator app. After reinstalling, set up your accounts again.
6. Contact Support: If the issue persists, reach out to the support team of the service you are trying to access, as they may have additional troubleshooting steps or insights.

These steps should help you resolve the issue with the verification codes being marked as invalid.

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References:

• Enable multifactor authentication in Azure Active Directory B2C (b2c-custom-policy)
• Enable multifactor authentication in Azure Active Directory B2C (b2c-user-flow)

Answer 2

Hello Amy,

Thank you for reaching out I understand how frustrating it can be when verification codes fail especially since this is critical for your business access. The issue often occurs when the time settings on your device are out of sync because the Authenticator app relies on accurate time to generate valid codes. To resolve this check that your device’s time is set automatically and synchronized with the network. If the time is correct and the problem persists try removing the account from the Authenticator app and adding it again using the QR code provided by your service. This refreshes the configuration and usually resolves invalid code errors.

Could you confirm if your device time is set to automatic and if you’ve tried re-adding the account?

I hope this answer is helpful if you have further questions feel free to reply back

Regards,

Marcelo

Answer 3

Dear @Amy Mundy,

Good day. Thank you for posting your question in the Microsoft Q&A forum!

I’m very sorry for the inconvenience you’ve experienced, based on the details you shared. There is something I need to confirm with you is:

Are you having trouble log in to your account because you can’t verify your account through Authenticator app or is it cause by another issue?   If you are using a work/school account, I would recommend you contact your IT Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:   

1. Sign in to the entra.microsoft.com as at least one Authentication Administrator. 
2. Select User > All user.  Select the user (your account) to act on and select Authentication methods then select Require re-register of multi-factor authentication.  

Require re-register MFA:  This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.  

For step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID | Microsoft Learn    

If you’re unsure who the Global Admin is within your school account's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support  

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again. 

Please feel free to contact me if you are an admin. I appreciate your patience, and I am here to help. Looking forward to your response!

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