This article addresses common troubleshooting steps for enabling mobile app authenticators.
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- When trying to bind your account using the QR code, you may experience a failure or error. This occurs because the QR code is valid for one-time use only. To proceed, please reactivate the QR code by following the instructions provided here.
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Invalid verification code:
- Please ensure that the date and time on your mobile phone are set correctly. Manual time adjustment is not recommended.
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On Android devices:
- Open the Google Authenticator app and go to the main menu.
- Tap the "More" icon → "Settings" → "Time correction for codes" → "Sync now."
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On iOS devices:
- Go to "Settings" → "General" → "Date & Time" → "Set Automatically."
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Verification code timeout:
- Since verification codes refresh periodically, we recommend waiting for the new code and quickly copying and pasting it for verification.
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Incorrect verification code:
- If you have multiple accounts logged in on the authenticator, ensure that the Google account linked to the service is correct.
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Phone reset or Google account lost:
- Please fill out the issue report form and provide your account and issue details. The support team will check your account status and provide assistance.
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- When trying to bind your account using the QR code, you may experience a failure or error. This occurs because the QR code is valid for one-time use only. To proceed, please reactivate the QR code by following the instructions provided here.
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Network stability:
- If you are using mobile data, switch to Wi-Fi and ensure that Airplane mode is turned off.
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App updates:
- Make sure you are using the latest version of Microsoft Authenticator. Go to "Settings" and ensure that app updates are enabled.
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Incorrect clock settings:
- The authenticator requires the correct local time. If your device's clock is set manually, please switch to automatic time settings.
- After updating the clock, restart the device and verify that the time is correct.
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Phone reset or account lost:
- Please fill out the issue report form and provide your account and issue details. The support team will check your account status and provide assistance.