Can’t log in

The sign-in prompt and the Microsoft Authenticator app must match in format. If the laptop is asking for a 2‑digit response but Authenticator only shows a 6‑digit code, the wrong verification method is being used for that sign-in.

To resolve:

1. On the sign-in screen on the laptop, choose the option to use a different verification method (for example, “Use a different verification option” or similar).
2. Select the method that matches what Authenticator is offering:
   • If Authenticator is showing a 6‑digit code labeled “One‑time password code,” choose the option to enter a verification code from an app.
   • If the sign-in is asking for a 2‑digit number to approve a notification, make sure push notifications are enabled and unlocked on the phone so the correct prompt appears in Authenticator.
3. Ensure Microsoft Authenticator is up to date, unlocked, and that notifications are allowed on the device so that “Approve sign‑in” prompts can arrive.
4. If sign-in keeps failing or the wrong prompt appears repeatedly, reset the MFA method for the account (this must be done by the organization’s admin in Microsoft Entra, or via Microsoft’s account recovery/Data Protection process if locked out and there is no other admin).

If multiple failed attempts have been made, wait before trying again or use another MFA method (such as SMS or email) if available, as repeated attempts can be blocked by Microsoft Entra multifactor authentication.

References:

• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Microsoft Authenticator app doesn't show 6-digit OTP code - 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