When trying to Enrol on the Self Serve Utility, I get the error: 'account not valid' when entering my 6-digit code.
'account not valid'.
Could mean a few things, the main one would be:
Is the code you are applying from the relevant account within the Authentication App?
The App can store multiple accounts.
For example, you could have:
1 account for your local Council work login.
1 account for Synergy.
1 account for a personal device.
The 6-digit code from the Council work app account will not work on the Synergy or Personal Device.
The first step will be to check that the correct account is generating the code for what you need. If you're on the wrong account, you can select the one you need, and it will take you to its 6-digit code-generating screen.
The second step will be to check if the Time Sync of the app is correctly synced to your phone's time.
In Microsoft Authenticator, go to Settings > Time correction for codes and tap Sync now.
⚠️Important: If neither of these steps has worked, I would recommend contacting your local I.T who will be familiar with the Microsoft Authenticator app and will be able to guide you more accurately.
We have also checked directly what Microsoft suggest when this error pops up, and here is their guidance:
Step 1: Troubleshoot your device and app.
Check date and time: Make sure your device's date, time, and time zone are set to automatically sync.
Update the app: Ensure you are using the latest version of the Microsoft Authenticator app. Check for and install any available updates.
Check network: Try switching between Wi-Fi and mobile data to see if it resolves the issue. Also, try disconnecting from a VPN.
Check battery optimization: Some devices have battery optimization settings that can affect app performance. Try turning off battery optimization for the Microsoft Authenticator app.
Step 2: Remove and re-add the account.
Open the Microsoft Authenticator app and go to the settings (gear icon).
Select the account and choose to "remove" or "delete" it.
Add the account back by clicking the "+" or "add account" button and following the on-screen instructions, which may include scanning a QR code provided by your organization.
Step 3: Contact support or an administrator.
If it's a work or school account, contact your IT administrator. They may need to reset the multi-factor authentication (MFA) for your account.
If you've recently deleted the account, it may have been permanently deleted. Contact Microsoft support or your administrator to see if the account can be recovered or recreated.
If you've tried all of the above and are still having issues, you can contact Microsoft Support.