Microsoft Authenticator app not working

Takoda One Pharmacy 0 Reputation points
2025-08-05T21:10:54.6833333+00:00

I use Authenticator to sign into a .onMicrosoft.com account for share point. After getting a new iPhone I stopped receiving codes. I tried to use other options like getting a code in the Authenticator app but it was giving me 8 digits instead of 6.

I’ve tried every support article suggestion out there such as time/date settings, VPN, notifications allowed, removing and resetting, the whole works.

I went to Microsoft support and joined live chat and also used Quick Assist with remote access but the agent was also unable to help.

I am the administrator on this account and no one else can assist with a reset. My only option is for Microsoft to reset it but I’m getting nowhere.

Can anyone help with this? 🤞

Microsoft 365 and Office | SharePoint | For business | iOS
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  1. Ian-Ng 1,645 Reputation points Microsoft External Staff Moderator
    2025-08-05T21:31:57.44+00:00

    Hi @Takoda One Pharmacy,

    Good day! Thank you for reaching out to Microsoft Q&A forum and sharing the issue.

    Based on the information provided, please check if there are any other administrators in your tenant.

    If so, you can request one of them to reset your MFA settings so you can reconfigure them.

    If no, you'll need to contact the Microsoft Data Protection team. In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.

    Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

    In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

    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.

    • If your organization’s Office 365 Business or Education subscription was acquired through a partner or reseller, and the global administrator is unable to submit a service request directly, please contact the reseller’s support team. They can assist by initiating a service request on your behalf.
    • Should you still be unable to reach a support agent, an alternative solution is to register a new tenant by signing up for a trial subscription via this link: Microsoft 365 Business Plans and Pricing | Microsoft 365. This will allow you to create a new tenant by following the setup instructions. Once the tenant is active, you can access its admin console and submit a support ticket requesting to speak with the Data Protection team regarding your original tenant.
      Please ensure that the trial subscription is canceled once your issue is resolved to avoid any unintended charges.

    If possible, could you please provide me with the case number of your previous support request via private message? Once I receive it, I’ll help check whether your case was routed to the appropriate department. (I’ll initiate the private message after you respond to this answer.)

    Please know that I truly appreciate your patience and understanding as we work to support you. If you need any further assistance or clarification, feel free to reach out.


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  2. Ian-Ng 1,645 Reputation points Microsoft External Staff Moderator
    2025-08-07T20:53:06.8466667+00:00

    Hi @Takoda One Pharmacy,

    Hope things are running smoothly on your end.

    Following up on the support thread we've been working on. I hope the information I shared in my previous answer resolve the issue you were facing. If you are still facing the same issue or need assistance with anything else, kindly respond to this answer, and I will be happy to help.

    We want to make sure everything is working as expected and that your experience remains uninterrupted.

    Thank you for your patience and understanding throughout the troubleshooting process. 

    I look forward to hearing from you soon.


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  3. Ian-Ng 1,645 Reputation points Microsoft External Staff Moderator
    2025-08-11T22:05:56.1833333+00:00

    Hi @Takoda One Pharmacy,

    I hope you are having a great day.

    I'm reaching out again to follow up on your issue and check if everything has been resolved. My goal is to ensure your experience remains smooth and hassle-free. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it. 

    If you have any further questions, feel free to tag me in your reply so I can assist you directly.

    Looking forward to your update.


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