microsoft authenticator app

Question

when I got a new cellphone the microsoft authenticator app started displaying an 8 digit code when either a 2 or 6 digit code was required. I have been unable to delete and reinstall the authenticator app in a way that fixes the problem.

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[Moderator edit: Changed tags: Microsoft 365 & Office | Subscription, account, billing | For business | Android ]

Answer 1

The 8‑digit code behavior comes from how the account is configured in Microsoft Authenticator, not from the app install itself. To fix it, the account’s MFA registration needs to be reset and re‑registered so that the correct OTP format and method are used.

Use the following approaches depending on account type and access:

1. If this is a work or school (Microsoft Entra ID / Microsoft 365) account and there is another admin
2. Sign in to the Microsoft Entra admin center with another global admin.
3. Go to Identity > Users > All users, select the affected user.
4. Open Authentication methods.
5. Select Require re-register multifactor authentication.
6. The next time a sign-in is attempted with that account, the user will be prompted to set up MFA again and can re-add Microsoft Authenticator so that the correct OTP (6‑digit) or push method is configured.

If the user has too many authenticator registrations (for example, multiple devices), also remove old sign-in methods:

1. Go to https://aka.ms/mysecurityinfo while signed in as the user.
2. Delete existing Authenticator app sign-in methods and any obsolete phone methods.
3. Sign in again and register Microsoft Authenticator from scratch; the new registration will issue the correct OTP format.
4. If this is a personal Microsoft account used in an Azure tenant as a guest

A separate admin account can be created in the tenant, then used to reset MFA for the personal account:

1. Sign in to the tenant with another admin account.
2. In Microsoft Entra admin center, go to Identity > Users > All users, select the guest/personal account.
3. Under Authentication methods, choose Require re-register MFA.
4. Sign in again with the personal account and complete MFA setup with Microsoft Authenticator; the OTP format will be corrected during re-registration.
5. If this is a work/school account and there is only one global admin (locked out)

If there is no other admin who can reset MFA, the tenant is effectively locked. In that case, Microsoft’s Data Protection team must be engaged via a support ticket to reset MFA from the service side:

1. Call Microsoft Support using the regional customer service phone numbers.
2. When prompted, indicate that the problem is with Authenticator and Office 365 for business.
3. Confirm that this is a company account and that this is the only admin.
4. Ask the agent to create a service request and route it to the Data Protection team to reset MFA and restore access.

Once Data Protection resets MFA, sign in again, remove any old Authenticator registrations from the security info page, and re-add the account in Microsoft Authenticator so that it issues the correct code type.

4. If this is a personal Microsoft account only (no tenant admin)

For personal accounts, use the security info page to remove old Authenticator registrations and re-add the app:

1. Sign in to the Account Security / Security info page (https://aka.ms/mysecurityinfo or via account.microsoft.com security area).
2. Remove the existing Authenticator app method.
3. Add Microsoft Authenticator again and complete the QR-code setup; this will register the correct OTP format.

If sign-in is blocked because of MFA and no backup method works, contact Microsoft Support and request escalation to the Data Protection team to reset MFA for the personal account.

5. If the account is a guest/personal account with a stuck Azure MFA profile

A stuck Azure MFA profile can be cleared by resetting MFA from another admin account in the tenant (as in section 2). After Require re-register MFA is used, sign in again and complete MFA setup; the Authenticator app will then issue the correct code type.

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References:

• Can't set up MFA because five devices are already registered to use an authenticator app
• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot signing in with a passkey
• Back up your accounts in Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Microsoft Authenticator FAQs
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A

Answer 2

Hey there, A.J. Ruben

I’ve marked your other post here as a duplicate: https://learn.microsoft.com/en-us/answers/questions/5905581/microsoft-support-data-protection-team

From what you’ve described, you’re signing into the Azure portal using a personal Microsoft account, but the site is asking you to verify the sign‑in with a 6‑digit code. Personal Microsoft accounts only use 8‑digit codes, so a 6‑digit prompt means Azure is treating your email address as a work/school (Entra ID) account. That’s why the Authenticator app isn’t showing the code you need.

As you are asking to reach out Microsoft's data protection team, you can do this yourself by using the support number for your region from the list of numbers here: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

When the automated system asks why you’re calling, clearly say “Locked out of my account”. This will route you to the correct support team. They’ll collect the required information and escalate your case to the Microsoft Data Protection team for review. The Microsoft Data Protection team is the only group that can reset the authentication methods for an Entra ID account when there is no other admin on the tenant that can reset security information.

Microsoft external agents can reach out through a private message and request these details from you. They can then channel this through to the Microsoft Data Protection team. This is one of the reasons why I left this post originally. However, because you created a duplicate post, I wanted to provide an answer so you are not left frustrated when you don't get a response.

Hope this information helps,
Nathan