Unable to authenticate "perfscale.onmicrosoft.com" account

Question

I have configured my "[Moderator note: personal info removed]@perfscale.onmicrosoft.com" in my authenticator app and it was working fine until last week, but when i tried today, it is not working. Seems that Certificate is missing from my mobile.

I have reached Microsoft Service Desk for this issue but they had routed me to another Service Desk, which is a bot, hence i couldn't find solution for my problem yet.

Please help me on this issue.

Answer 1

Dear Naveen Thangasamy (TATA CONSULTANCY SERVICES LTD),

Thank you for posting your question on the Microsoft Q&A forum.

If you have an issue with Multi-Factor Authentication (MFA), please ask for support from the Global admin in your organization, who can assist you with resetting MFA as follows:

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com
• Navigate to Users > All Users.
• Select the affected account.
• Go to Authentication Methods.
• Click "Revoke multifactor authentication sessions" and then select "Require re-register multifactor authentication".
• 

Once this is completed, you should be able to sign in and set up MFA on your phone again.

I hope the information above is helpful. If you have any further questions, please feel free to reach out.

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Answer 2

Follow these steps to restore authentication for the perfscale.onmicrosoft.com account in Microsoft Authenticator:

1. Check basic device and app conditions
   • Ensure the device is online; if using mobile data, switch to Wi‑Fi (or vice versa) and confirm Airplane mode is off.
   • Confirm the device date and time are set correctly (automatic time is recommended).
   • Make sure the device OS and any security apps (such as Microsoft Defender or Intune Company Portal) are up to date.
2. Verify Microsoft Authenticator app health
   • Open Authenticator → Settings.
   • Ensure App updates are enabled and that the app is on the latest version. If not, update using the store or via Get the latest.
   • In Settings, turn off battery optimization for Authenticator to avoid background restrictions.
   • In Settings → Notification Settings, confirm Show notifications is turned on and that notifications are not set to silent.
3. Address “Authentication did not complete” behavior If sign‑in fails with an “Authentication did not complete” or similar message:
   • Ensure the Authenticator app itself is unlocked before trying to approve a prompt; if the app is locked, the approval box may not appear.
   • Check for any silent notifications or SMS codes that may have arrived without sound.
   • If prompts still do not arrive, try again after toggling between Wi‑Fi and mobile data.
4. Try an alternate MFA method
   • When signing in to the perfscale.onmicrosoft.com account, choose another available MFA method (SMS, phone call, or email, if configured) to complete sign‑in.
   • If repeated attempts are made and blocked, wait before trying again or use a different MFA method, as Microsoft Entra multifactor authentication may temporarily limit attempts when it detects unusual activity.
5. If still locked out
   • If access to the account is completely blocked and no MFA method works, an administrator for the perfscale.onmicrosoft.com tenant must reset MFA or clear the user’s authentication methods from the admin side.
   • If this account is a work or school account and the organization has a Help desk or IT admin, contact them and request an MFA reset or re‑registration for the account.

If none of the above resolves the issue and there is only one global admin on the tenant who is locked out, the tenant admin must contact Microsoft support (Data Protection team) by phone via the published customer service numbers to request an admin account recovery and MFA reset.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Authenticator Did Not Complete Login
• I need to reset my mfa methods - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A