Cannot verify identity to install authenticator app

Question

Unable to verify my identity/account because it wants me to use the authenticator app but i am trying to set up the authenticator app.

I am receiving error that says...

Sorry, we're having trouble verifying your account. Please try again.

Error Code: 500121

Request Id: [Moderator note: Personal information removed]

Correlation Id: [Moderator note: Personal information removed]

Timestamp: 2026-05-04T23:26:22Z

Device I am using is Apple iPhone 17 (IOS) which is a new device that I am trying to install authenticator app on for new microsoft work email/account

Answer 1

Hello @Malak,

To set up the Authenticator app for a work or school account, please use a web browser on your computer and sign in to one of the following pages:

• https://aka.ms/mfasetup
• https://mysignins.microsoft.com/security-info

Once you’ve signed in, from the Security info tab, select Add sign-in method, and follow the on-screen instructions to complete the setup.

You can also refer to the official guide for detailed steps-please make sure to review the section for work or school accounts: How to add your accounts to Microsoft Authenticator | Microsoft Support

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If you are unable to access the Security info page, I recommend contacting your administrator to reset your MFA settings. This will allow you to reconfigure your authentication methods and bypass the verification issue. 

Could you please confirm that you are the end-user or the IT admin of your organization? 

If you are the end-user, I would recommend you contact your organization account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Entra ID > Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

 

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you're an IT admin, please check to see if there are other IT admins in your organization who can help you with the reset. 

If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

1. Find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

2. Carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:  

• First, when you call the hotline, it asks what kind of problem you are worried about.   
• Answered: authenticator.   
• A: What kind of product are you using?   
• B: Microsoft 365 for business.   
• A confirmation: education or company account?   
• B: For companies   
• A: Are you an administrator?   
• B: Yes.   
• A: Do you have the other admin in your organization?   
• B: No.   
• A: You need one.... Service request?   
• B: Yes   

If your subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.   

Please understand 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.   

If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!  

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