Microsoft authenticator

Question

I tried to set up Mircrosoft Authenticator, but when I scanned the QR code,

my app showed:"Failed to add account. Unexpected error."

Answer 1

Since you wrote your question in English, I will reply in English as well. Please let me know if anything is unclear or if you need further explanation.

Dear @Jole Yu,

Thank you for reaching out to the Microsoft Q&A forum. We are happy to assist you.

To investigate this issue effectively, could you please share a bit more information?

• Are you trying to add a work or school account or a personal Microsoft account to Microsoft Authenticator?
• Which device and operating system are you using (e.g., Android, iOS, version)?
• Was the setup initiated through Microsoft 365/Entra ID (Azure AD), or another service/app?

In the meantime, please try the following troubleshooting steps:

Network & Sign-in

1. Switch to another network (different Wi‑Fi, wired connection, or mobile hotspot).
2. Sign in on the web to refresh your session (e.g., https://mysignins.microsoft.com).
3. Wait a few minutes and retry the setup.

Reinstall Microsoft Authenticator (mobile)

Important: Before uninstalling, ensure you have a backup or an alternative sign‑in method (e.g., SMS or a second device), especially if your organization does not allow recovery from Authenticator backups.

1. Uninstall the Microsoft Authenticator app.
2. Restart your device.
3. Reinstall Microsoft Authenticator from the App Store/Google Play.
4. Open the app and add your account by scanning the QR code from Security info on the web.

Providing these details will enable us to offer the most accurate next steps and, if necessary, route your request to the appropriate team for further assistance. Looking forward to your response so we can assist you further!  

Answer 2

你在Mircrosoft Authenticator里添加的账号，是工作账号吧？

如果添加账号时扫QR码失败，由于QR码实际上是你的学校/工作邮箱账号的提供者所提供，因此，建议咨询你们组织的 IT 管理员。