How to resolve Microsoft Authenticator 'Account Not Found' or Incorrect Code' errors

Security & Access KB-345

Summary

This guide helps you troubleshoot and resolve: How to resolve Microsoft Authenticator 'Account Not Found' or Incorrect Code' errors. Follow the steps below to fix the issue.

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Common Causes

If you are encountering an "Account Not Found" error or your six-digit verification codes are being rejected as "incorrect" when attempting to sign in to your Microsoft 365 account, it is typically due to a time synchronisation mismatch between your mobile device and the Microsoft servers. Because Multi-Factor Authentication (MFA) relies on time-based one-time passwords (TOTP), even a few seconds of drift can cause the authentication to fail.

Quick Fix Steps

Before attempting a full re-registration of your account, try these rapid solutions:

Restart your device: Power cycle your smartphone to refresh network connections and system time.
Check Internet Connectivity: Ensure you are not on a restrictive guest Wi-Fi; try switching to mobile data to rule out firewall interference.
Update the App: Visit the Apple App Store or Google Play Store to ensure you are running the latest version of the Microsoft Authenticator app.

Detailed Instructions: Synchronising Time

The most common cause for "Incorrect Code" errors is an out-of-sync system clock. Follow the steps for your specific device below.

For Android Devices

Open the Microsoft Authenticator app.
Tap the three dots (Menu) in the top right corner and select Settings.
Scroll down to the Account section.
Tap Time sync.
Tap Sync now. You will receive a confirmation once the clock is aligned with the server.

For iOS (iPhone/iPad) Devices

iOS manages time automatically at the system level; there is no internal sync button within the app. To force a refresh:

Open the Settings app on your iPhone.
Navigate to General > Date & Time.
Toggle the Set Automatically switch Off, wait 5 seconds, and then toggle it back On.
Ensure the Time Zone displays your current Australian city (e.g., Brisbane).

If you have recently changed your password, please refer to our guide on Password reset (Windows login) before attempting to re-sync your MFA.

Troubleshooting Persistent Errors

Handling "Account Not Found"

If the app states the account cannot be found, the link between your device and your organisation's tenant may have been severed.

Open the Microsoft Authenticator app.
Select the problematic account and tap the Settings gear icon.
Select Remove Account.
On a computer, log in to mysignins.microsoft.com/security-info.
Select Add sign-in method > Authenticator app and follow the QR code prompts to re-pair your device.

Do not delete the Authenticator app entirely unless you have an alternative MFA method (such as SMS or a backup email) configured. Deleting the app without a backup may lock you out of your account.

Cloud Backup Recovery

If you have moved to a new phone and are seeing these errors, you may need to recover your credentials from the cloud:

iOS: Ensure iCloud Backup is enabled in the app settings.
Android: Ensure Cloud Backup is linked to your personal Microsoft account.
On the new device, select Begin Recovery from the main screen instead of adding a new account.

If these steps do not resolve the synchronisation issue, please Open a Ticket so our team can reset your MFA sessions from the admin console.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

💻 Open a Ticket