QR code already used RRS feed

  • Question

  • Hello,

    I'm trying to help a remote user setup the Authenticator on his Android phone for use with Outlook on his phone and iPad. It used to work until the prompt came up asking to allow or deny notifications and he accidentally tapped deny.

    He can go to the page on his iPad and get as far as the barcode. When he scans it from his phone it gives the message "QR code already used. You've already used this QR code to add an account. Generate a new QR code and try again."

    I had him remove the existing account from Authenticator and when that didn't work we uninstalled it and reinstalled it and that didn't help. We also tried a couple of the alternates involving a text message sent to the phone. We verified the phone number is correct but the phone never receives the test messages. 

    I don't know what to do.

    Chris Hansen

    Thursday, December 12, 2019 1:24 PM

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