Resetting your Verification options
1. My verification options don't work for Password Self Service
If none of your verification options* are working for Password Self Service - you will need to ask to the IT Department to reset your password.
-
Contact a member of the ServiceDesk team by clicking the "? Need Help" icon at the bottom right hand corner of the ServiceDesk homepage: https://servicedesk.roehampton.ac.uk/support/home
-
If an Agent is not available you will be able to log a ServiceDesk ticket via the ChatBot (please use your personal email address if you are locked out of your Roehampton account)
You will need to update your verification options* so you can use Password Self Service in the future. The resetting of your verification options (= security information) has to be initiated by the IT Department. So please log a ServiceDesk ticket
As
proof of your identity please include the following information in
the ticket - we cannot make changes to your security information until we
receive this
- first name
- last name
- student id number
- date of birth
- course of study
-
your mobile phone number (if you have changed your number, please tell us both old and new numbers)
- make and model of the mobile phone you used when setting up your verification options
*When
resetting your verification options please include as many as you can so if one
fails you have an alternative e.g. Authenticator App + call my mobile phone +
text my mobile phone + use my personal email address*
You can review/change your verification options at any time: https://mysignins.microsoft.com/security-info
2. My verification options don't work for MultiFactor Authentication (MFA)
If you are a member
of staff and your
verification options* do not work for MFA and you cannot log in
-
Contact a member of the ServiceDesk team by clicking the "? Need Help" icon at the bottom right hand corner of the ServiceDesk homepage: https://servicedesk.roehampton.ac.uk/support/home
-
If an Agent is not available you will be able to log a ServiceDesk ticket via the ChatBot (please use your personal email address if you are locked out of your Roehampton account)
Please include
-
Your full name
- Confirmation from your Line Manager of your identity. Please include this in the ServiceDesk ticket. If it is an email please copy and paste and include the headers and footers. You can access the ticket by following the advice here: ChatBot
-
Your telephone number (if you have changed your number, please tell us both old and new numbers)
-
Make and model of the mobile phone you used when setting up your verification options
*When resetting your verification options please include as many as you can so if one fails you have an alternative e.g. Authenticator App + call my mobile phone + text my mobile phone*
You can review/change your verification options at any time: https://mysignins.microsoft.com/security-info
If you are a student and have set up MFA for logging into your account - please provide the information required under Section 1