My authenticator app locked me out

Question

My authenticator app has locked me out. I am trying to get back in. I've entered my account, but it is only coming up with an 8 digit passcode, not the 6 digit ones I normally would have in the app.
I am confused. Please help.

Answer 1

Hi Natasha,   

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you're having trouble accessing your work account due to Microsoft Authenticator app. 

To better assist you, could you please clarify the following:  

• Have you previously set up the Microsoft Authenticator app on any device for this account?    
• If so, are you currently using the same device where you originally registered the Authenticator app? Have you recently switched to a new device? 

Additionally, when your company enforces multi-factor authentication (MFA) and only allows verification through the Microsoft Authenticator app, the system will not display other options such as SMS, email, or phone call unless those methods have been configured by your administrator. That’s likely why you're being prompted exclusively for the Authenticator app.   

If you haven’t installed the app yet, you can follow this official guide to get started: How to add your accounts to Microsoft Authenticator - Microsoft Support    

You can also refer to this article for instructions on signing in using the app:  Sign in using Microsoft Authenticator - Microsoft Support   

If you need further assistance, you can reach out to your IT administrator and share the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account.    

Once this is done, you’ll be prompted to set up MFA again on your new device during your next sign-in.  

Please note that forum advisors do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.    

If you have any updates, feel free to leave a comment under this post. I’ll be happy to assist further.   

Thank you for your cooperation and understanding in resolving this matter. 

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Answer 2

The 8‑digit code and being locked out usually mean an issue with Microsoft Authenticator or the way the account is set up for sign‑in.

Try these steps in order:

1. Check if Authenticator is locked
   If you see a message like “Authenticator is locked” inside the app, unlock it using the device PIN, fingerprint, or Face ID.
   Then try signing in again and see if the correct prompt (6‑digit code or approval) appears.
2. Turn off App Lock (if it keeps locking)
   Open Microsoft Authenticator → go to Settings → turn App Lock OFF.
   Return to the sign‑in screen and try again.
3. Fix “Authentication did not complete” issues
   If you get an “Authentication did not complete” message:
   • Make sure the Authenticator app is unlocked.
   • Ensure notifications are enabled for Authenticator on the phone (silent or disabled notifications can block prompts).
   • Confirm you have a stable internet connection (try switching between Wi‑Fi and mobile data).
   • Make sure you’re using the latest version of Microsoft Authenticator.
   • Check that your device date and time are correct.
4. If you see “Action required” or “Sign in to restore your account” in Authenticator
   Some accounts need extra verification after restore or change:
   • On the Accounts screen in Authenticator, tap the affected account.
   • Tap Sign in or the tile, then sign in with your password and confirm email/phone when prompted.
     This completes the setup so the correct codes or prompts can be used.
5. If this is a work or school account and you are blocked
   If you see “Your sign‑in has been blocked” or cannot complete MFA at all, only the organization’s IT admin can fix it. They can:
   • Reset your MFA/authentication methods.
   • Force a new MFA registration for your account.
6. If you forgot the password or still cannot sign in
   Use the official password reset flow: Reset your password.
   If the account is a personal Microsoft account and is locked due to suspicious activity, follow the instructions on the sign‑in screen (including any aka.ms/ link) to submit the account reinstatement form.

If none of these work and you cannot access the backup account used for Authenticator recovery, support agents cannot restore Authenticator credentials directly. In that case, use the Microsoft account sign‑in helper to regain access to the backup account, then re‑add accounts in Authenticator.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Restore account credentials from Microsoft Authenticator
• Authentication did not complete
• Authenticator Did Not Complete Login
• Microsoft account has been locked
• What happens if there's an unusual sign-in to your account
• How to unlock a locked microsoft authenticator - Microsoft Q&A