Authenticator App issue

Question

Hi there. I am trying to access a document on my PC sent to me from a government department in Western Australia. I am prompted to sign in to my Microsoft account with password, and then asked to provide a code from the Microsoft Authenticator App on my phone.

However, the app provides me with an 8-digit number, rather than the six-digit required onscreen.

Can you please help?

Answer 1

Why does the government of Australia need you to sign in to your Microsoft account? Sounds like phishing to me.

Answer 2

Hi Elena

Thanks for your help with this. However, a lot of the instructions you sent me refer to elements and wording that don't appear on my account screen. Nonetheless, I have searched around and found what seems to reflect your instructions, and I have now managed to set up a new account on the app which gives me a six-digit code.

However, the codes generated are still not accepted when trying to sign in to view the document sent by the government department on my One Drive. I am therefore currently talking with their IT department to see whether it's a security measure at their end that's blocking things. I'll let you know. Regards Geoff

Answer 3

Dear @Geoff Pearson

If the sign-in page expects a 6-digit code but the app shows 8 digits, the account’s MFA configuration is out of sync. This often happens after device changes, account transfers, or when the account type (personal vs work/school) enforces a specific code length for security reasons

First of all, as a temporary workaround, look for options such as "Use another verification method", "Sign in another way", or "Send a text message" if they are available.

If not, according to my research, here are some steps I recommend you try:

Step 1: Remove and Re-add the Account

• Open Microsoft Authenticator on your phone > Remove the account that’s showing the 8-digit code > Go to https://account.microsoft.com and click Security (Security Info) > Additional security options > Choose Add a new way to sign in or verify > Select Use an app > Click Set up a different Authenticator app to get a QR code
• In the Authenticator app: Tap + > Other (Google, Facebook, etc.) and scan the QR code > This method typically sets up a 6-digit TOTP (Time-based One-Time Password) code.

Step 2: If the issue still persists and this is a work or school account managed by your organization, you will need to contact your IT administrator for assistance. Administrators can review your multifactor authentication (MFA) configuration, reset or remove existing authentication methods, revoke active authentication sessions, and help you re-register the Microsoft Authenticator app if necessary.

For more information and instructions, please ask the IT Admin to follow the Microsoft Official Guide here: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

Note: If this account belongs to the Western Australia government department, please contact that department's IT support team, as Microsoft community members and support agents do not have access to your organization's authentication settings. For more information: How do I find my Microsoft 365 admin?

I hope the information shared is helpful. If you have any questions, please feel free to reach out. I'm looking forward to your update.

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