There was an issue looking up your account - Microsoft Authenticator App

The error in the Authenticator sign‑in screen is a generic account lookup issue, but the underlying problem after a phone reset is usually with the Authenticator setup or your account’s verification methods rather than the email itself.

Try these steps in order:

1. Confirm the Microsoft account and domain
   Make sure the address being entered is exactly the one used before (for example, ******@hotmail.com vs ******@outlook.com, and correct spelling of the name). If the address is wrong or belongs to a different domain, the service may not find the account and will show lookup errors. If the correct address still cannot be used to sign in anywhere, start account recovery from the Microsoft account page.
2. Update Authenticator and device settings
   On the reset phone:
   • Install the latest version of Microsoft Authenticator. Microsoft does not support versions older than 12 months. Use Settings → App updates in Authenticator and make sure updates are enabled.
   • Ensure the phone’s Date & time are correct and set to automatic.
   • Turn off battery optimization for Authenticator and confirm Settings → Notification Settings → Show notifications is on.
   • If using VPN, disconnect and try again.
     These steps address common causes where authentication or account checks fail.
3. Check for network or notification issues
   • Switch between Wi‑Fi and mobile data to rule out network problems.
   • Make sure the phone is not in Do Not Disturb/Quiet mode and that other apps can receive notifications.
     Network or notification issues can cause sign‑in or verification to fail and lead to messages like “Authentication did not complete.”
4. Use another verification method to get back into the account
   If Authenticator cannot be set up directly on the reset phone, sign in to the Microsoft account using another method (SMS, email code, etc.) and then re‑add Authenticator:
   • Go to the Microsoft account security page: account.microsoft.com/security.
   • Open Security info or Advanced security options.
   • If Authenticator is listed but not working, remove it.
   • Select Add a new way to sign in or verify → Use an app → Authenticator app and follow the steps to set it up again on the reset phone.
5. If authentication still does not complete
   When seeing messages like “Authentication did not complete,” check:
   • Authenticator is unlocked (not protected by a lock screen that blocks prompts).
   • The app version is current.
   • Network connectivity is stable.
   • Device date/time are correct.
     If the password itself is forgotten, use the Reset your password option from the sign‑in page.

If none of these steps work and the account cannot be recovered with alternate verification methods, contact Microsoft Support and use the sign‑in helper or account recovery options referenced in the documentation.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Troubleshoot Microsoft verification code issues
• Microsoft Authenticator FAQs
• I need to reset my mfa methods - Microsoft Q&A
• Authenticator locked and cannot access at all after replacing phone - Microsoft Q&A