Troubleshooting and support Multi-Factor Authentication (MFA)
This page provides help with your authenticator app and other issues that can affect access to Multi-Factor Authentication (MFA). This includes problems with your phone, device or account security.
Problems with your authenticator app
If you're having problems setting up or using the Microsoft Authenticator app, see Microsoft's Authenticator app troubleshooting guidance. This guidance covers common issues like:
- QR codes not scanning during setup
- verification codes not working or not being received
- authentication requests not completing successfully
- common error messages in the Authenticator app.
For problems with other authenticator apps, visit the app provider's troubleshooting or support pages.
If you've followed the guidance for your authenticator app and still can't access your Microsoft 365 account, contact the Computing Helpdesk for further support.
Problems with your device
Lost, broken or new phone
If you've lost, damaged or changed your phone, you may not be able to approve MFA sign-in requests and may need to set up MFA again on your new device.
If you still have access to your old phone
Download Microsoft Authenticator on your new device and follow the steps to set it up.
You may need to approve a sign-in request or enter a One-Time Passcode (OTP) from your old device to complete the setup.
Once setup is complete, remove your old device from your Microsoft 365 account.
If you don't have access to your old phone
Use another authentication method if you've already registered one.
If Microsoft Authenticator was your only authentication method, contact the Computing Helpdesk. They'll need to reset your MFA registration before you can set up MFA on a new device.
For security reasons, don't register your University account on someone else's device.
To avoid being locked out in the future, add another authentication method or device in your Microsoft 365 Security info settings.
No access to a smart device
You do not need the latest smartphone to use MFA. You can use any device that is able to run and install authenticator apps, it doesn't have to be new.
You can:
- Check whether you have access to another mobile device or tablet that can run an authenticator app.
- Use an alternative verification method, if one is available.
Problems with your account security
Unexpected MFA notification
If you receive an MFA approval request that you weren't expecting, some possible reasons include:
- you're sign-in session expired on your computer
- you're signing in on another device or browser
- you've recently opened a Microsoft 365 app or service that requires you to verify your identity again.
If you can't identify a reason for the notification, it could be a sign that someone is trying to access your account.
To help protect your account:
- Do not approve the request.
- Change your OU account password immediately.
- Check your recent account activity for any sign-ins you don't recognise.
- Report the incident to the Computing Helpdesk.
Further help and support
If you're still unable to resolve your issue after following this guidance, contact the Computing Helpdesk for further support.
