Salesforce Authenticator Error 'We received an unrecognized request' During MFA Login in Sales and Service

This message is displayed when an authentication request is sent to an old connection that remains in your Salesforce org, for example, after reinstalling the Salesforce Authenticator app.

Resolution Steps

Follow these steps to reconnect your Salesforce Authenticator account.

1. Disconnect the account from Salesforce
   A user or a System Administrator must disconnect Salesforce Authenticator from the Salesforce settings.
   
   • For users disconnecting their own account:
     Follow the steps in Remove an Account from Salesforce Authenticator to remove the connection from your Salesforce account.
   • To request a disconnection from a System Administrator:
     Ask your System Administrator to disconnect the device by following the steps in Sales  & Service: How to Disconnect a User's Multi-Factor Authentication (MFA).
2. (Recommended) Reinstall Salesforce Authenticator
   To ensure the issue is resolved completely, uninstall and then reinstall the Salesforce Authenticator app on your mobile device.
3. Reconnect the account to Salesforce
   Refer to the following help article to connect Salesforce Authenticator to your Salesforce account:
   Register Salesforce Authenticator as an Identity Verification Method for Salesforce Orgs