I cannot add a outlook to a new employee as it wants authentication through the Microsoft Authenticator which give me errors when setting up

How do I speak to someone at Microsoft since you won't give me an answer

Hi @Adam Wattay,

Welcome to the Microsoft Q&A forum.

Thank you for reaching out regarding the issue with adding Outlook for your new employee.

To help us better assist you, could you please clarify the following:

• Has the employee already registered their work account in Microsoft Authenticator?
• Could you provide the exact error message or code displayed?

While awaiting your response, here are the steps you can try and share with your employee to resolve the issue:

1/ Register the employee's work account to the authenticator app:

They can follow this official guide to get started: How to add your accounts to Microsoft Authenticator - Microsoft Support  

They can also refer to this article for instructions on signing in using the app: Sign in using Microsoft Authenticator - Microsoft Support 

2/ Check device network:  

If their device is not connected to the internet, or if there are network disruptions, the authentication process might fail. Switching between Wi-Fi and mobile data can sometimes resolve this.

3/ Check if the Authenticator app is allowed to send push notification

Go to their device's Settings and make sure push notifications from the Authenticator app are enabled.

4/ Use an alternative sign-In method

Go to https://office.com on a computer device with their account and when prompted for a code, on the sign-in request screen, click “I can’t use my Microsoft Authenticator app right now.”

  Select "Use a verification code"

Open to the Authenticator app on their mobile device.

Tap their work account, then locate the One-time password code (a 6-digit code).

Enter this code in the verification field on their computer screen and click Verify.

5 / Contact your IT admin

If the above steps cannot apply to your situation, you might need your company’s IT administrator to reset their MFA settings. Since these settings are managed by your company's IT department, please contact them directly for assistance in regaining access to the employee's account.

Specifically ask the IT admin to “Reset my new employee's MFA settings or allow them to re-register for MFA". This is a standard request, and your company's IT team should be able to assist you with it.

You can also share the steps in this Microsoft article for your IT admin so they can help reset  MFA settings for your employee's account Manage user authentication methods for Microsoft Entra multifactor authentication.

Once your company's IT admin has reset your employee's MFA, the next time they log in to their account, they will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. After this process is successfully completed, the employee will regain normal account access, and you can proceed to add Outlook for them.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.   

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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