MFA frequently asked questions (FAQs)

Find answers to the most common questions about multi-factor authentication (MFA)

Questions about using MFA at Herts? Start here.

 

ℹ️ Before you get started

I am a returning student; do I need to set up MFA each year?

  • No, setting up MFA is a one-time action and is linked to your University user account that you use throughout your studies at Herts.

Get started FAQs  |  Top of page

Can I opt out of MFA?

  • No, you cannot opt out.
  • Removing your authentication method will not un-enroll you, but will prevent you from logging into our systems, including O365 applications and StudyNet.  
  • If you have removed your authentication methods and can no longer log in, please contact the Helpdesk.

Get started FAQs  |  Top of page

Will this cost me anything?

  • Downloading and using the authenticator app is free. 
  • The University and Microsoft will not charge for calls or texts, but you may be subject to usage charges to receive calls or texts just like any other call or text according to your phone contract. 

Get started FAQs  |  Top of page

Why should I set up MFA on multiple devices?

It’s important to set up a second - or ‘backup’ - authentication method in case you are not able to use the main one you’ve set up or you have to make a change. This may include:

  • A lost or stolen phone
  • Buying a new phone
  • Exam setting
  • Secure organisation laptop (eg. NHS)
  • Other mobile access restrictions

Get started FAQs  |  Top of page

 

ℹ️ Technology requirements and alternative authentication methods

Can I use MFA and number matching on my smartwatch?

MFA will not work on a smartwatch. You will need to set MFA up on another device (most commonly a mobile phone) to authenticate your log in to University systems.

Tech requirements FAQs  |  Top of page

Can I use a hardware authentication device such as Yubikey?

You can use a hardware authentication device such as a Yubikey, but our Helpdesk is unable to provide support for setting this up, and not all hardware devices will be compatible with Microsoft MFA. 

This article from Yubikey explains compatible Yubikeys and Yubikey MFA enrolment instructions. 

Tech requirements FAQs  |  Top of page

I've received an authentication message on WhatsApp

  • In some regions Microsoft is now rolling out WhatsApp as an authentication channel.
  • You may see this if you have enabled SMS-based authentication and have WhatsApp installed on your phone.
  • A Microsoft multi-factor authentication (MFA) message sent via WhatsApp looks similar to an SMS message, but with more Microsoft branding.
  • The first time you receive a verification code in WhatsApp, you'll also receive a notification SMS text message to notify you of the change.
  • If  you don't have WhatsApp or internet access, you'll receive an SMS verification code instead.

Tech requirements FAQs  |  Top of page

 

ℹ️ Managing and changing your MFA account

Can I use the app for MFA on other accounts, such as my personal accounts? 

You can add your personal Microsoft account and other non-MS accounts such as Google or Facebook to your MFA account, just follow the ‘add account’ instructions in the app.

Find out more on the Microsoft help pages.  

Managing account FAQs  |  Top of page

How do I manage my MFA devices and methods?

  • Go to https://mysignins.microsoft.com/security-info, log in using your hertsusername@herts.ac.uk (e.g. ab19cde@herts.ac.uk), and follow the on-screen instructions to add method.
  • Choose the authenticator app and make this your default method
  • You can also set up voice and SMS as additional methods if you need to but always set the app up first if you can.

Managing account FAQs  |  Top of page

How do I change my MFA set up?

If you’ve been using the app on one device but need to change to a new device:

    • First be sure you have a back up method of authentication to the phone that you’ve been using. This could be a landline, SMS, or another mobile phone.
    • Then follow the step by step set up instructions on the Ask Herts main MFA page.
    • If your phone doesn’t support the MS Authenticator App, or if you don’t have a smartphone, select ‘phone’ rather than ‘authenticator’ after you are prompted to ‘add a method’ (step 5).

Add authentication method drop down list

To backup your account or restore a backup:

If you previously backed up your account on an old device, you can use that backup to recover your account credentials on a new device.

See this article from Microsoft to learn more - Backup and recover account credentials with Authenticator.

If you’ve removed your Herts account from the app:

You will no longer be able to log in unless you have an alternative authentication method (eg. phone / SMS) set up, and you will be asked to reinstall the app the next time you log in. 

Managing account FAQs  |  Top of page

 

ℹ️ Problems with logging in, notifications, and error messages

I can’t enter numbers in my app, what should I do? 

  • If you do not have the option to input the numbers into your Microsoft Authenticator app when requested, you may need to upgrade your Authenticator app to the latest version.
  • If you have any problems authenticating when logging into your University account, please contact the Helpdesk

Login, notification, error message FAQs  |  Top of page

I am a new student, and I can't log in to complete registration. 

  • Log in using the username and one-time password we provided.
  • If you can't remember your details please contact the Helpdesk.
  • You can change or recover your University password online at  https://www.pss.herts.ac.uk/ 
  • You will not be able to log in further until you have set up your additional account authentication method, if you are unable to do this please contact the Helpdesk.  
  • If you have successfully logged in and set up your authentication method, but are still unable to complete registration please contact ask@herts.ac.ukand include a screenshot of your issue if possible. 

Login, notification, error message FAQs  |  Top of page

I get error message ‘for security reasons, we require additional information to verify your account’ during set-up

We recommend opening up a different web browser (e.g. Firefox or Mozilla) and then logging into https://mysignins.microsoft.com/security-info . 

Sometimes clearing your browser cache can help resolve a variety of issues. Learn how to clear the cache for the most commonly used browsers.

Login, notification, error message FAQs  |  Top of page

I have made several attempts to login into my MFA account after setting it up but failed

  • Please contact the Helpdesk: Telephone:  +44 (0)1707 284678  or email: helpdesk@herts.ac.uk 

Login, notification, error message FAQs  |  Top of page

I have set up MFA but I am not receiving any SMS, calls, or push notifications when authenticating 

  • The most likely explanation is that you have changed your sim card (and telephone number), or perhaps you have lost your signal, Wi-Fi, or data connection.    
  • As long as you have previously set up the MS Authenticator app on your mobile phone you can use the One Time Passcode (OTP) function. 
    This will continue to work even with no sim card or in airplane mode.

Contact the Helpdesk for further assistance if needed  

Login, notification, error message FAQs  |  Top of page

I don’t see any notifications when the app is closed 

  • You may need to check your app and phone settings. 
  • Find out more on the Microsoft FAQ page. 

Login, notification, error message FAQs  |  Top of page

I am getting an error message when signing into Canvas

  • You may occasionally get a log-in failure when going to Canvas directly from a web browser via a bookmark.
  • This is a cache issue and is usually resolved by opening up Canvas in another browser or in incognito mode. 

Login, notification, error message FAQs  |  Top of page

I can't remember my student login username and/or password

Login, notification, error message FAQs  |  Top of page

I am getting unexpected MFA prompts

  • Do not ignore unexpected prompts, it could be a sign that someone else is trying to access your account.
  • Do not authenticate any unexpected login attempts as this may give a criminal access to your accounts
  • Go to https://pss.herts.ac.uk and change your password to something only you will know as soon as possible
  • If you do spot any unusual or suspicious activity on your University account call the Helpdesk for further advice   

Do not allow others to use your mobile number to authenticate to their accounts, or ask others to use their mobile phone to authenticate access to your account.

Login, notification, error message FAQs  |  Top of page

 

ℹ️ How to log in when MFA access is restricted

How do I log in when I have no Wi-Fi or phone signal?

  • Sometimes it may not be possible to use the push notification; perhaps you have no Wi-Fi or phone signal but you need to log into a system. In this case, you can use the one-time password code in the app, which is refreshed every 30 seconds and works even in airplane mode.   
  • Select ‘use a different verification option’ and then enter the OTP code from your app.

Login when access restricted FAQs  |  Top of page

I’m not allowed to have my mobile phone with me during an exam / assessment, how do I authenticate?

This will be determined by the conditions set for your particular exam,

  • Make sure your MFA is correctly set up before your exam date so that you have time to resolve any issues ahead of time.
  • If necessary you will be allowed to use an MFA device before the exam starts so you can successfully log in to any systems or software required for the exam.
  • Your authentication device (typically your mobile phone) must then be switched off and put away as instructed by the invigilator in accordance with the requirements for each exam session.
  • Please note that the arrangements may vary between exams.
  • If you have any issues with MFA before the exam or you have lost/forgotten your phone please contact the Helpdesk as soon as possible.  Telephone:  +44 (0)1707 284678 or email: helpdesk@herts.ac.uk . 

For more detailed information please read: MFA and computer-based exam guidance for staff and students

Login when access restricted FAQs  |  Top of page

I have an NHS laptop and I cannot set up MFA, what can I do?

  • We are aware that NHS laptops may restrict your ability to manage your MFA devices and authenticate. 
  • If you are a student using a work computer (e.g. NHS) that restricts your web browser access you may need to log into a different device to set up your authentication methods.
  • Once set up you will be able to authenticate on the work computer you normally use.  
  • The LRCs are open 24/7 if you wish to come onto campus to use a PC. 

Login when access restricted FAQs  |  Top of page

I’m working in a location where mobile phone access is restricted and I can’t authenticate. What can I do?

If you are working in a secure location where mobile phone access is restricted and are unable to authenticate please get in touch with the Helpdesk to discuss other options.

Login when access restricted FAQs  |  Top of page

 

ℹ️ Lost or stolen device

What do I do if I lose or forget my authentication device?

If you lose or forget your device and need to authenticate, contact the Helpdesk, who will confirm your identity by asking for your username or student ID number. (Note, they will never ask for your password.)

After receiving Helpdesk support, you may need to wait 15 minutes to log in.

To stop a lost device from receiving notifications, you must tell Microsoft or the University to forget and unregister the old device. Learn how on the Microsoft FAQ page . 

Lost or stolen device FAQs  |  Top of page

 

ℹ️ Notes for international students

Is there anything specific I need to know about MFA as an international student?

  • International Students intending to travel to the UK to study must use the Microsoft Authenticator app as the primary authentication method.
  • You'll be guided through MFA enrolment on screen once you access a protected service for the first time.
  • Do not use a non-UK phone number as your only authentication method as this will stop working when you arrive in the UK and you will not be able to sign into our systems. Learn how to set up a second authentication method.
  • Once you have arrived in the UK log into https://mysignins.microsoft.com/security-info and add any further methods you’d like to use such as a UK mobile number (you will first need to authenticate on the app to do this).
  • If you are unable to authenticate before or after traveling to the UK, please contact the Helpdesk for further support.
  • The Microsoft Authenticator app for Android is available for download in China, but with some feature limitations. Find out more on the Microsoft help pages. 

International students FAQs  |  Top of page

 

ℹ️ Where to find more support

If you still need help:

Please get in touch with the Helpdesk for further advice. If you choose to email, please include your full name, ID number, and a clear description of your issue, including any screen shots if available.

Where to find more support FAQs  |  Top of page

Is there any troubleshooting support available from Microsoft?

This Microsoft troubleshooting support article can help guide you through fixing the most common MFA authentication problems.

Where to find more support FAQs  |  Top of page

 

 

Multi-factor authentication - MFA

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