Why is Microsoft Authenticator's onboarding process so confusing?
May 1, 20254 answers
Asked byTechWhiz123
I've noticed that when new employees start and set up the Microsoft Authenticator app, there's a confusing number of options to choose from. For example, there's a huge blue button for 'sign in with Microsoft', a smaller white button that says 'work or school', and yet another button for 'scan QR code'. It's pretty clear what everyone clicks first, and it's not the right one! I'm really hoping Microsoft can simplify this process—like making it idiot-proof by only offering options like 'Scan QR Code' or 'Recover from Backup'. You'd think by 2025, the app could automatically detect the type of account from the QR code data. Check out step 3 in this link for more context: [Microsoft Authenticator](https://learn.microsoft.com/en-us/entra/verified-id/using-authenticator)
What really gets me is the ridiculous requirement to have a personal account just to back up the authenticator. It’s almost a guarantee that users will forget to back up when they get a new phone. I’ve had to re-register MFA for countless users after they switch devices. It feels like such an unnecessary hassle, especially if they're on a work account.
BackupBuddy19: I completely agree! The backup feature seems almost pointless for work accounts. But the moment they leave the company, there’s no way to access their backup again. Just poor design, honestly.
ExasperatedTechie: Preach! And then when the app requires re-registering, you’ll hear the classic, 'I thought I could just back it up!' It's like, no, not with Microsoft.
Reply to this answerSupportSavior
Honestly, helping users set up the authenticator can feel like pulling teeth sometimes! You’d think it would be easy with a guide, but walking folks through it over the phone is an absolute challenge. I had to fully onboard someone over Skype recently, and it took way longer than it should have. Something needs to change to improve this experience for everyone.
CallCenterComrade: I feel that on a deep level! I've had to do a similar thing—one time it took over an hour! Not from a lack of trying on their end, just... the app does not yield easily.
SimplifyMFA: Right? I usually send personalized guides with screenshots to make it straightforward, but you still have those who won't read any of it!
Reply to this answerUserSupportGuru88
The onboarding process can be really confusing, especially for folks who don’t have easy access to computers. I feel like the Microsoft Authenticator app assumes everyone is tech-savvy when, in reality, many users need guidance. I've had to walk a ton of employees through the setup, and even then, many click "sign in with Microsoft" rather than "work or school." Also, what’s with people getting rid of their old phones before transferring their MFA settings? I had to help someone recently and they didn't even have their old device for a simple login verification! It's a bit of a circus, honestly.
HelpDeskHero101: Totally get you! My trick is setting up a spare laptop in a public area for users to get through the setup easily. It’s worked wonders so far.
TechSupportSam: That’s so true! I’ve noticed that people often ignore the instructions and try to scan QR codes from the docs instead of using the app. A massive misunderstanding every time!
Reply to this answerITAdminExpert77
I hear you! The initial fall at step one can throw people off, like how they need to install the app from the store and not fall for ads for similar-looking apps. Even once they're in the app, many still get confused with backup and restore features. It’s frustrating because a lot of the time, users won’t ever back things up. They just assume it will all work seamlessly when switching to a new phone.
MFA_Ninja: Exactly! The ads shouldn't even pop up when people search for 'Microsoft Authenticator.' It makes the situation more chaotic than it needs to be.
UserGuideBuff: And let's not forget—Microsoft really needs to create a version of the app that's easier for users without tech skills to navigate.
BackupBuddy19: I completely agree! The backup feature seems almost pointless for work accounts. But the moment they leave the company, there’s no way to access their backup again. Just poor design, honestly.
ExasperatedTechie: Preach! And then when the app requires re-registering, you’ll hear the classic, 'I thought I could just back it up!' It's like, no, not with Microsoft.