# EMM enrollment error cases

Last updated: July 24, 2026

## Problem

You are trying to enroll your device using EMM Token enrollment and you get the error **Couldn't find Google Account** or **The device has been signed in with a different account, use the same account to sign in to the device.**

## Cause

EMM Token enrollment might fail due to the following reasons.

If you receive the error message **Couldn't find Google Account**, the reason could be:

- [Pending OS update](https://www.manageengine.com/mobile-device-management/kb/emm-enrollment-error.html#pending-os-update)
- [The device is not an Android Enterprise device](https://www.manageengine.com/mobile-device-management/kb/emm-enrollment-error.html#android-enterprise-not-supported)

If you receive the error **The device has been signed in with the different account, use the same account to sign in to the device**:

- [Factory Reset Protection turned on](https://www.manageengine.com/mobile-device-management/kb/emm-enrollment-error.html#factory-reset-protection-turned-on)

## Resolution

### Pending OS update

If there is any pending OS update, Google Play services will not enable the DPC token identification. Activate the device and check if there is any pending OS update in the **Settings** app. Update the OS, perform factory reset and try to enroll again.

### The device is not an Android Enterprise device

[Android Enterprise](https://www.manageengine.com/mobile-device-management/help/android_for_work/mdm_android_for_work_introduction.html) is a feature provided by Google to enable the use of Android devices in workplace. If your device is not supported for Android Enterprise, you might not be able to enroll the device using EMM Token method. Refer to this [link](https://androidenterprisepartners.withgoogle.com/devices/) for the **non-exhaustive** list of devices supporting Android Enterprise.

### Factory Reset Protection turned on

If Factory Reset Protection is enabled in a device that is hard reset, while activating you need to enter the e-mail ID of the account it has already been signed in. If you have applied [EFRP](https://www.manageengine.com/mobile-device-management/help/profile_management/android/android_enterprise_factory_reset_protection.html) policy, enter the email ID of the account with which you configured the policy. After successful authentication, you will be prompted to continue with the same account or use different account. Choose **Sign in as other user** and enter the DPC identifier **afw#memdm.** The device will then be successfully enrolled with MDM.