Resetting your Verification options (Security Information)

1. Students

If you have set up Multi-Factor Authentication (MFA) as a security measure when logging in and your verification options are no longer working - for example your Authenticator App doesn't work any more - please provide the information below in a ServiceDesk ticket . Please provide full details but log the ticket under your personal mail address

As proof of your identity please include the following - we cannot make changes to your security information/verification options 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

Please also follow these instructions if your verification options no longer work for Password Self Service

You can review/change your verification options at any time: https://mysignins.microsoft.com/security-info

2. Staff

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/solutions/articles/50000201455-The-ServiceDesk-ChatBot-RoeBot-
If an Agent is not available you will be given the option to log ServiceDesk ticket via the ChatBot. Please use your personal email address if you are locked out of your Roehampton account

Please include all the details below - we cannot make changes to your security information/verification options until we receive this information

1. Your full name

2. Confirmation from your Line Manager of your identity. Please speak to your Line Manager (via phone/Teams etc.)

Ask your Line Manager to confirm that they have spoken to you by sending you an email.
Ask your Line Manager confirm in the same email that they have approved the resetting of your MFA account.
Please copy and paste this email into the ServiceDesk ticket and include the headers and footers
4. Make and model of the mobile phone you used when originally setting up your verification options
5. You phone number (if you have change phone numbers please include both old and new numbers)
6. Your Employee ID number (as issued by Human Resources)
You can update your ticket by using the Check and Update function in the ChatBot, Please note if you are having issues uploading a screenshot to your ticket via the ChatBot - talk to an Agent https://servicedesk.roehampton.ac.uk/support/solutions/articles/50000201455-The-ServiceDesk-ChatBot-RoeBot-

We are asking for the details above as resetting your MFA verification options involves the security of your Roehampton account and we need ensure that it is you making this request