Using Authenticator app and adding accounts

Question

Why can't I add accounts to my Authenticator App? I am not getting verification codes. It says continue and it goes no further than that.

Answer 1

If Microsoft Authenticator shows Continue but does not complete setup, or no verification codes appear, the most common causes are:

1. The account is not actually added in the app
   • Open Microsoft Authenticator and confirm the account is listed.
   • If it is missing, the app cannot generate codes or receive approvals.
   • For a work or school account, add it by opening Authenticator, selecting the plus (+) icon, choosing Work or school account, then Sign in, and entering the account credentials.
2. The account must be added directly in the app to finish setup
   • If setup is stuck, add the account directly in Authenticator:
     1. Open Authenticator.
     2. Select + Add account.
     3. Choose the account type.
     4. Select Sign in with Microsoft and enter the username and password.
     5. Complete the verification step.
   • After that, go to Add a new way to sign in or verify, select Use an app, choose Get it now, close the new window, then select Next and Finish.
3. Push notifications are disabled or the device has no network connectivity
   • Go to the device Settings and make sure push notifications are enabled for Microsoft Authenticator.
   • Confirm the device has network connectivity.
   • Then try the sign-in again.
4. For Android work or school accounts, required device settings may be missing
   • Make sure the device requires a PIN or biometric to unlock.
   • If using Android for Work / Work Profile, make sure PIN or biometric is enabled for the profile in Authenticator.
   • Make sure Google Play Services and the Google Play Store are installed and enabled.
   • Make sure hardware encryption is enabled.
   • In Authenticator, go to Settings > Device Registration and confirm the account is registered and joined to work or school.
5. The app or device may need a refresh
   • Open the app and confirm it launches normally and the account is shown.
   • Update Microsoft Authenticator from the device app store.
   • Restart the device.
   • If the app shows We could not complete the sign-in at this time or Something went wrong. [4s8qz], retry after a few moments, then update the app and restart the device.
6. If the account was removed, changed devices, or is stuck in an MFA loop
   • This commonly requires an MFA reset.
   • For a work or school account, contact the IT admin and ask them to reset MFA or require re-registration so Authenticator can be set up again.
   • For a personal account, contact Support if the app still cannot be added after the steps above.

If the issue continues, open Authenticator and use Send feedback to capture logs before contacting support or the IT admin.

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• Troubleshoot problems with Microsoft Authenticator | Microsoft Support
• Error message "You haven't finished yet" with passwordless sign-in | Microsoft Support
• [Work/school](https://support.microsoft.com/authenticator/how-to-add-your-accounts-to-microsoft-authenticator#add-a-work-or-school-account-using-your-credentials)
• Microsoft account security info & verification codes | Microsoft Support
• Not able to add my account to Microsoft Authenticator - Microsoft Q&A Need help on adding account to Microsoft Authenticator please.
• Authenticator App Does Not Receive Verification Codes - Microsoft Q&A
• I Can't Verify My Identity on Microsoft Authenticator App - Microsoft Q&A
• My Microsoft student account is locked due to the Authenticator MFA loop. I cannot receive any verification code and cannot add my account to Authenticator. I need an MFA reset for my student account in Azure AD. - Microsoft Q&A