microsoft authenicator

Question

I am trying to log in to my non profit portal but it always asks to to enter code from thje microsoft authenicator but it always only gives me an 8 digit code and it requires a 6 digit code.

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Moderator's note: Moved from Microsoft Security | Microsoft Authenticator

Answer 1

Dear @Dennis Lassig,

Please note that only your IT Admin could help you to revoke your MFA, none of moderators could help you with this while your account are belonged to an organization to do this action. Kindly follow these steps:

Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

During the call, you must provide information related to the subscription, such as your company name, billing history, phone number, and alternate email address. This information helps data protection teams verify identities and securely regain access to administrator accounts.

Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

If you still can't get in touch with a real person for help, help me try the following:

Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

As a moderator, I do not have the tools to investigate your specific account directly, as this is a support forum between users. Moderators and collaborators, including external Microsoft employees, may not directly intervene in the functionality of Microsoft products or access internal systems. Our role is limited to providing technical guidance on reported problems, requests, or ideas. However, I will do my best to guide you as clearly as possible.

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Answer 2

The 8‑digit code shown in Microsoft Authenticator is a different type of one‑time password than the 6‑digit TOTP your nonprofit portal is asking for. This usually means the account’s multifactor authentication (MFA) profile is misconfigured or stuck on the service side, not in the app.

Because the portal is for a nonprofit tenant (work/school account), the MFA configuration must be reset by a tenant administrator in Microsoft Entra ID (formerly Azure AD). The typical resolution is:

1. Sign in to the Microsoft Entra admin center with a Global Administrator account for the tenant.
2. Go to Identity → Users → All users.
3. Select the affected user account (the one used for the nonprofit portal).
4. Open Authentication methods.
5. Select Require re-register MFA.
6. Have the user sign in again to the nonprofit portal; they will be prompted to set up MFA from scratch and can then register Microsoft Authenticator so it provides the correct 6‑digit code for that sign‑in.

If the affected account is a guest account in the tenant (for example, a personal Microsoft account used to access the nonprofit portal), an admin still needs to perform the same Require re-register MFA step on that guest user object.

If there is no other Global Administrator available and the only admin is locked out because of this issue, Microsoft support can help by creating or using another admin account to perform the MFA reset, as in the documented resolution.

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References:

• Reset Personal Azure MFA - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Common problems with two-step verification for a work or school account

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