Problem 1: QR Code Won’t Scan

• Make sure your phone’s camera is working and not obstructed.
• Check your internet connection on both devices.
• If the QR code still won’t scan, click Can’t Scan Image? on your desktop to get a manual code, then enter it in the Authenticator app.

Problem 2: “Account Already Exists” in Authenticator

• If the account already exists in the app, you'll have to remove it before proceeding:
  1. Open Authenticator.
  2. Tap the account you want to remove.
  3. Tap Remove Account, then confirm.
• Restart the app and try adding the account again using the QR code.

Problem 3: Stuck at Verification Step

• Make sure Notifications are allowed for the Authenticator app.
• If you still don’t receive the prompt, open the Authenticator app and look for a 6-digit code. Enter it manually on the desktop setup screen.

Problem 4: Lost Access After Reset

• If you cannot sign in even after setting up Authenticator, contact MyHelp immediately for assistance. Provide your Student ID and email so we can verify your account.

Contact us:

• Email: [email protected]
• Portal: https://myhelp.northwoodtech.edu/home/
• 24/7 Voicemail: 715-475-1111

Related Articles:

Microsoft Authenticator Home