Multi factor Authentication (MFA) - Frequently Asked Questions

⏮ Go Back to MFA Index 💻 https://servicedesk.roehampton.ac.uk/support/solutions/articles/50000181891

Can I use my personal device to set-up MFA?

Yes - the University encourages the use of a personal device for Multi-Factor Authentication.

How do I change or update my authentication methods?

All users are recommended to set up multiple verification methods - as many as you can - so you always have a backup.

To update your authentication settings, visit the Microsoft Security Info page*

https://mysignins.microsoft.com/security-info

(*please note you will be asked to authenticate to access this site)

On the Security Info page, click "Add sign-in method" to select additional authentication methods:

I have changed my phone number/lost my device/changed to a new device and can't access the old one

First, double-check to see if you have any additional authentication methods you could use..

You can do this by entering your Roehampton email into Password Self Service: https://passwordreset.microsoftonline.com/ and selecting either option on the Get back into your Account page (please note: personal email accounts and security questions can only be used for password resets)

If you have no other working methods set, we will need to reset your MFA settings. As this involves your security information we require certaiin details from you in order to confirm your identity.

If you are a student we need

Your student ID number
Your full name
Your date of birth
Your post code
The course you're studying
Your telephone number (if you have changed your number, please tell us both old and new numbers)

If you are a member of staff

Your full name
Confirmation from your Line Manager of your identity
Your telephone number (if you have changed your number, please tell us both old and new numbers)

Please enter this information into a ServiceDesk ticket requesting that your MFA settings be reset: https://servicedesk.roehampton.ac.uk/support/tickets/new

If you do not have access to ServiceDesk please use the ChatBot - use the Need Help button in the bottom right hand corner of the ServiceDesk homepage: https://servicedesk.roehampton.ac.uk/support/home (you do not have to log in to use this service)

I have no mobile signal / internet connection on my mobile device - can I still use the authenticator app?

Yes -you can use the One-Time Passcode feature.

When you see the MFA prompt, choose "I can't use my Microsoft Authenticator app right now" and then choose "Use a verification code".

Launch the Microsoft Authenticator app on your mobile device and open your account:

You will see a one-time password code:

Enter the one-time password code

I am abroad or will be traveling abroad - do I need to do anything special ?

If you're traveling abroad, it is best to use the Microsoft Authenticator app on your mobile device, as text messages and phone calls might not work while you're away.

If you haven't set up MFA before leaving the UK, please check here for more information:
https://servicedesk.roehampton.ac.uk/support/solutions/articles/50000109070

Error Messages

You've Hit Our Limit

Microsoft may limit repeated authentication attempts that are performed by the same user in a short period of time. Waiting 10 minutes before trying again will usually resolve this, if not you should contact the ServiceDesk for support.

Stale Request

Try clearing the cache and cookies on your browser.
Ensure cookies are enabled.
Check you don't have multiple copies of the page open.
Refresh the page and try again, or close the browser and re-open it.

I don't receive any notifications through the Microsoft Authenticator App

Ensure push notifications are enabled on your device as well as within the app:
💻 https://www.google.com/search?q=push+notification

The Microsoft Authenticator App may have crashed
Restart your device and try again.

You don't have an active internet connection.
Check your phone signal and Wi-Fi connection, and move to a location with a better signal if necessary
Refer to: I have no mobile signal / internet connection on my mobile device - can I still use the authenticator app?

The Authenticator App was not set up successfully
Click here💻 https://mysignins.microsoft.com/security-info and log in using an alternative MFA method, and add the Microsoft Authenticator App as a new method.

Battery saving features are blocking notifications:
Built-in battery apps can stop push notifications from working, by shutting down background processes and only processing "high priority" notifications.
Change the priority of the notifications or turn off these battery saving features. Search Google for your device manufacturer and model to find out how.

On my Apple device, notifications are received over Mobile Data but not over Wi-Fi

If you are able to receive the notification through mobile data but not over Wi-Fi, then the phone's network connections can be reset to fix this:

Go to Settings
Select 'General', 'Reset' and then 'Reset Network Settings'

This will forget all Wi-Fi networks and passwords, mobile settings, Virtual Private Network (VPN) and Access Point Name (APN).

Verification phone calls to a landline phone are received late

If your landline has call forwarding

Ensure you've got "unconditional forwarding" set up - this will ensure the call will forward immediately with no delay. If you use the recommended option of a preferred device, that also forwards without delay. Contact your landline provider for more information.
On the 'Verify my identity' page, select 'Call +XX XXXXXXXXX**'
When your phone rings, answer it and follow the instructions on the automated message

I object to using the Microsoft Authenticator App on my personal device for work

We recommend using the Microsoft Authenticator App because it supports push notifications and works with other apps on your phone, like Outlook.

If you prefer not to use an app, you can choose to receive verification codes via text message or phone call.

For further assistance:

Review the set-up guide:

💻 https://servicedesk.roehampton.ac.uk/support/solutions/articles/50000098370

Review the guidance for staff members abroad:

💻 https://servicedesk.roehampton.ac.uk/support/solutions/articles/50000109070

Review Microsoft's MFA Troubleshooting Guide

💻 https://support.microsoft.com/en-gb/account-billing/common-problems-with-two-step-verification-for-a-work-or-school-account-63acbb9b-16a1-47b9-8619-6a865e8071a5

Review Microsoft Authenticator FAQ's

💻 https://support.microsoft.com/en-gb/account-billing/microsoft-authenticator-faqs-12d283d1-bcef-4875-9ae5-ac360e2945dd

If you're still unable to solve your problem, please submit a Service Desk ticket:

💻 https://servicedesk.roehampton.ac.uk/support/tickets/new

You can connect with Service Desk staff during core office hours using the Chat Bot - just click the green button on the bottom right hand corner of the Service Desk homepage:

You can talk to us through the Chat Bot, even if you're not able to log in to your Roehampton account.