Authenticator codes

The 6-digit code prompt usually means the site expects a time-based one-time password (TOTP) from Microsoft Authenticator, while the 8-digit codes being received are likely a different type of code (for example, a sign-in approval code or a code from another method/account).

To resolve this:

1. Open the Microsoft Authenticator app.
2. Tap the specific work/school or Microsoft 365 account being used to sign in.
3. Look for a line labeled something like “One-time password code” under that account entry. That is the 6-digit OTP the sign-in page is asking for.
4. Enter that 6-digit code (it changes every 30 seconds) into the sign-in prompt.

If there is no “One-time password code” shown for the account in Authenticator, or only 8‑digit codes/approvals appear and sign-in still fails, the MFA registration is likely misconfigured and must be reset by Microsoft support:

1. Call Microsoft’s customer service phone number for the region (see Customer service phone numbers - Microsoft Support in the referenced article).
2. When the IVR asks what the problem is, clearly state “Authenticator” and that this is for Office 365 for business and a company account.
3. Confirm being an administrator (if applicable) and that there is no other admin.
4. Ask the agent to create a service request and escalate to the Data Protection team to reset the MFA / Authenticator registration for the account.

Once the Data Protection team resets MFA, sign-in will allow setting up Microsoft Authenticator again and the correct 6‑digit OTP codes will appear.

References:

• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A