Share via

Microsoft Authenticator app doesn't show 6-digit OTP code

Developer Lawfully 20 Reputation points
2025-11-13T03:03:55.2633333+00:00

It has been a while since I last used the authenticator app, but I tried to use it today to sign in to the Microsoft Partner Center. It required a 6-digit OTP code to sign in, but I'm unable to locate it anywhere in the app. App just shows account list and other information when I tap in the account.

My account is organization account(not personal) and there is no personal account linked to this account. What could I do to resolve this issue?

For your information, I will leave these below.

  1. Am I using a Microsoft 365 account provided by your educational institution?
    => No.
  2. Is the Microsoft Authenticator app installed on iOS updated to the latest version?
    => It is installed on Android device updated to the latest version.
  3. Do I still have access to the original device where the Authenticator was first configured?
    => Yes.
  4. Our team is a startup, so we don't have an IT department like big tech companies do. I'm the only one fully managing the organization account.

And I just want to know how to do one of those below under current situation.

  1. Resetting your multi-factor authentication (MFA) settings.
  2. Removing the current Authenticator registration.
  3. Enabling re-registration of the app.

Moved from Microsoft Security | Microsoft Authenticator

Microsoft 365 and Office | Subscription, account, billing | For business | Other
0 comments
Answer accepted by question author and recommended by moderator
  1. Demi-N 13,255 Reputation points Microsoft External Staff Moderator
    2025-11-13T13:54:37.94+00:00

    Hello @Developer Lawfully

    Thank you for posting your question in the Microsoft Q&A Forum and for providing detailed information about your situation. 

    To better assist you, could you please share a screenshot of the screen where you are prompted to enter the 6-digit OTP code? 

    Additionally, when you tap on your account in the Microsoft Authenticator app, do you see the line “One-time password code” as shown in the example image? 

    User's image

    If yes, please try using that code to log in and let us know if it works. 

     

    If this option does not appear, then to resolve the issue you will need to contact Microsoft’s Data Protection team. This team has the authority and follows specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. 

    Please try to find the related hotline number for your region and call Microsoft’s frontline support. Ask them to raise a ticket for you with the Data Protection team. You can find the official contact numbers here: Customer service phone numbers - Microsoft Support    

    Here are some tips and an example of a prompt to help you navigate the IVR more effectively:  

    (When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

    In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

    • What kind of problem are you experiencing?         
    • Answer: Authenticator         
    • What products do you use?         
    • Answer: Office 365 for business         
    • Is this for an education or company account?         
    • Answer: For companies         
    • Are you an administrator?         
    • Answer: Yes         
    • Are there any other administrators in your organization?         
    • Answer: No. I am the only admin in my tenant          
    • Do you need a... Service request?          
    • Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

    Please update me with the requested information so I can better understand your situation and assist you further if possible.

    Best regards,

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

1 additional answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Q&A Assist
    2025-11-13T03:04:15.4133333+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    If the Microsoft Authenticator app is not showing the 6-digit OTP code, there are a few steps you can take to resolve the issue:

    1. Check for Notifications: Sometimes, the app may not display the OTP code directly but instead send a push notification for approval. Ensure that notifications are enabled for the app on your device.
    2. Use Verification Codes: If notifications are not working, you can use the OATH verification code feature. Open the Authenticator app, select your account, and look for the option to generate a verification code. If it is not visible, you may need to check if your account is properly registered in the app.
    3. Re-register the Authenticator: If you are unable to see the OTP code, you might need to reset your MFA settings or remove and re-register your Authenticator app. This process typically involves accessing your organization’s security settings or contacting your service administrator to reset the MFA settings for your account.
    4. Access Security Info: You can also manage your security info by visiting the Security info page. This may allow you to add or remove your Authenticator registration directly.
    5. Contact Support: Since you mentioned that you manage the organization account, if the above steps do not resolve the issue, consider reaching out to Microsoft support for further assistance in resetting your MFA settings or troubleshooting the Authenticator app.

    Make sure your app is updated and that you have access to the original device where the Authenticator was first configured, as this can sometimes help in resolving issues with account registration.

    References:

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.