Authenticator App not working for personal and work emails

Hi Steve Saari,

Welcome to Microsoft Q&A Forum

Have a good day and I hope you're doing well!

Thank you for sharing the details about the issue you're facing with the Authenticator app. I completely understand how frustrating it can be when trying to log in to the HD Supply portal, especially when it impacts your work. I'll explain everything clearly so we can work through it together. 

The Microsoft Authenticator app generates verification codes (OTP - One-Time Password) based on the default configuration of each account type. The code length (6 digits or 8 digits) isn't determined by the app itself, but by the security system of the service provider (like Google or HD Supply). Specifically: 

• Work/business accounts: Typically generate a 6-digit code. This is a common standard for enterprise systems (like Microsoft Azure AD or company portals), making quick authentication easier.

• Personal accounts (like Gmail/Google): Typically generate an 8-digit code. This is Google's default standard for enhanced security, and this code is only for Google services (such as logging into Gmail). We cannot change it to 6 digits because it's a fixed rule set by Google. 

Therefore, you cannot "convert" the Gmail code from 8 digits to 6 digits. It's a default characteristic of each account type. But don't worry, this doesn't cause any issues: Each account in Authenticator will have its own code (Gmail stays at 8 digits, HD Supply at 6 digits), and you just need to select the correct one when logging in. 

To check accurately and help you resolve this quickly, could you please let me know: 

• Is the account you're using to log in to the HD Supply portal a personal one (like Gmail) or a work/business one (like Outlook/HD Supply)? 
• If possible, please send a screenshot of your Authenticator app screen (showing the accounts and current codes), along with the domain name of the account so I can check the account type and identify the specific issue. 

While waiting for your confirmation, I recommend trying to select the correct account in Authenticator and using the 6-digit code from it to log in. If that doesn't work, please contact the IT/Helpdesk department at HD Supply or your company's administrator right away. They can verify the security configuration, reset MFA (multi-factor authentication), or even provide temporary access to the portal to avoid impacting your work efficiency. I believe they'll resolve it quickly since it's their system. 

I hope that the information I provided will be useful partially, if you have any questions or concerns or if I misunderstand or anything unclear, feel free to let me know. If you provide the additional information as above, I'll support you in more detail. Thank you for your patience, and I look forward to helping you overcome this issue soon!

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