Authenticator app on iOS - "Account or Password is Incorrect"

Question

Microsoft,

We have one employee having trouble with the Authenticator app on iOS. Two Factor Authentication is enforced.
Azure AD passwords are synced from on-prem Active Directory and his password expired and was changed.

On their iPhone, when trying to sign back into Teams or Outlook, it switches to the Authenticator app to enter their password.
They have tried carefully entering it multiple times and get the error "Your account or password is incorrect. If you don't remember your password, reset it now".

I had them uninstall and reinstall the Outlook and Authenticator apps. No effect.
Next, I had them sign into Outlook webmail and Teams in a web browser and that works just fine. So I know Azure AD has the password synced properly.
I don't see any bad password / error logs in Azure AD. They are the only employee with this problem.

Is there anything else I should try? Not sure what to do now.

Answer 1

If the authenticator app was removed / reinstalled then you can either restore an authenticator cloud backup or reset the user's two-factor setup.

You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.
https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

--please don't forget to upvote and Accept as answer if the reply is helpful--

Answer 2

I think you missed the point. I'm not talking about restoring the Authenticator app.
We've re-added his work account to the app just fine via mysignins.microsoft.com.

Again, when we try to sign him back into the Teams or Outlook app, when putting in the password in Authenticator, it says it's incorrect.

Answer 3

Might need to reset the teams / outlook password. The micrososft authenticator is just a code generator.

--please don't forget to upvote and Accept as answer if the reply is helpful--