Authenticator app displays an error "Could not find account to complete multi-factor authentication"

Question

It was working well. I deleted my account from Authenticator app and added it back and this issue started happening. Now whenever I try to approve notification, authenticator displays sign in error. I readded the account using QR Code, disabled MAFA, I even deleted the login method from security options, still no luck. I connected to Microsoft support and they mentioned that only way to solve this is to click on Feedback from Authenticator app and raise the ticket. I did that yesterday and waiting for the answer. There was no other communication for the ticket so I'm not sure when it's going to resolve.

Answer 1

Based on the described behavior, the account registration in Microsoft Entra ID is out of sync with the Microsoft Authenticator app on the device. Since re-adding the account, disabling MFA, and deleting/re-adding the sign-in method did not help, the next effective step is to fully reset the MFA registration for this user in Microsoft Entra ID and then re-enroll the Authenticator app.

Use the following approaches depending on the role:

1. If there is a Microsoft Entra administrator available
   1. Have an admin go to the Microsoft Entra admin center (https://entra.microsoft.com).
   2. Navigate to Users → All users → [select the affected user] → Authentication methods.
   3. Select Require re-register multifactor authentication for the user.
   4. Optionally, delete existing Authenticator-related sign-in methods for that user at https://aka.ms/mysecurityinfo (if the user can still access this page with another method).
   5. Next time the user signs in, complete MFA setup from scratch and add the account again in Microsoft Authenticator using the new QR code.
2. If the affected user is not an admin
   1. Contact the organization’s IT admin or Help desk and ask them to reset MFA for the account by using Require re-register multifactor authentication as above.
   2. After the reset, sign in again and follow the new MFA setup prompts to reconfigure Microsoft Authenticator.
3. If the affected user is the only global admin and is locked out
   1. Contact Microsoft’s Data Protection team via the regional Customer service phone numbers - Microsoft Support channel.
   2. Clearly state that this is a tenant admin MFA lockout and that there is no other administrator who can reset MFA.
   3. Work with the Data Protection team to verify identity and have them reset the MFA configuration on the tenant admin account.
4. While waiting for the Authenticator feedback ticket
   • If another MFA method (SMS, phone call, or another authenticator app) is configured and working, use that method to sign in and then:
     • Go to https://aka.ms/mysecurityinfo and remove the existing Authenticator registration.
     • Add Microsoft Authenticator again from that page, scanning the new QR code.

If repeated sign-in attempts have been made while testing, Microsoft Entra multifactor authentication may temporarily block further attempts as suspicious. In that case, wait before trying again or use a different MFA method if available.

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References:

• Common problems with two-step verification for a work or school account
• Can't set up MFA because five devices are already registered to use an authenticator app
• 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A