Important: From 1 January 2027 , text message (SMS) and phone call options will no longer be available as multi-factor authentication (MFA) sign in methods. If you currently use either of these options, we recommend switching to the Microsoft Authenticator app as soon as possible to ensure continued access to your University account and services. If you do not have access to a smartphone or are unable to use the Microsoft Authenticator app, please contact the Helpdesk for advice on alternative authentication options available to you.
- Getting started with MFA
- Devices and authentication methods
- Manage your MFA settings
- MFA login and verification problems
- Using MFA when access is restricted
- Lost, stolen or replaced device
- Important information for international students
- Where to find more support
Getting started with MFA
- Do I need to set up MFA every year?
- Can I opt out of MFA?
- Will MFA cost me anything?
- Why should I set up a backup MFA method?
Do I need to set up MFA every year?
No. MFA only needs to be set up once and stays linked to your University account throughout your studies.
Can I opt out of MFA?
No. MFA is required to access University systems, including Microsoft 365 and Canvas.
Removing your authentication methods does not remove MFA from your account and may prevent you from signing in.
If you can no longer access your account, contact the Helpdesk.
Will MFA cost me anything?
The Microsoft Authenticator app is free to download and use.
The University and Microsoft do not charge for calls or texts, but your mobile provider may apply charges according to your phone contract.
Why should I set up a backup MFA method?
A backup authentication method helps you access your account if:
- You lose your phone
- You get a new phone
- You are sitting an exam
- Your workplace restricts mobile phone use
- You cannot access your usual device
Devices and authentication methods
- Can I use Phone call or SMS options?
- I've seen an "Improve your sign-ins" pop up message when signing into my University account. Is it genuine?
- What if I don't have a smartphone?
- Can I use MFA on my smartwatch?
- Can I use a hardware authentication device such as Yubikey?
- Why am I receiving MFA messages through WhatsApp?
Can I use phone call or SMS authentication methods?
Text message (SMS) and phone call MFA sign in options are still available for some students at the moment. However, Microsoft is retiring both of these authentication methods from 1 January 2027 as it moves users to more secure options such as the Microsoft Authenticator app.
If you're currently using SMS or phone call methods, we recommend switching to the Microsoft Authenticator app as soon as possible. This will help ensure you can continue accessing your University account and services without interruption once SMS and phone call authentication are withdrawn.
If you do not have access to a smartphone or are unable to use the Microsoft Authenticator app, please contact the Helpdesk for advice on the alternative authentication options available to you.
I've seen an "Improve your sign-ins" pop up message when signing into my University account. Is it genuine?
Yes. The ‘Improve your sign-ins’ message is a genuine Microsoft prompt shown to students who currently use text message (SMS) or phone call verification for multi-factor authentication (MFA).
Microsoft is removing SMS and phone call authentication MFA options from 1 January 2027. If you currently use either of these methods you’ll need to switch to a more secure alternative such as the Authenticator app before the 1 January deadline. As part of this change, you may see this prompt asking you to set up Authenticator when signing in to your University account.
Setting up the Microsoft Authenticator app now will help ensure you can continue accessing your University account and services without interruption once SMS and phone call verification are removed.
If you need help setting up Microsoft Authenticator or have questions about the changes, please contact the Helpdesk for support.
What if I don't have a smartphone?
We recognise that some students may not have access to a smartphone or may be unable to use the Microsoft Authenticator app. Please raise an online help ticket at helpdesk.herts.ac.uk/login or contact the Helpdesk for further support.
Can I use MFA on my smartwatch?
No. MFA does not work on smartwatches.
You will need to use another device, such as a mobile phone, tablet or laptop.
Can I use a hardware authentication device such as Yubikey?
Yes. You can use a compatible hardware authentication device such as a YubiKey.
Please note:
- Not all devices are compatible with Microsoft MFA.
- The Helpdesk cannot provide support for setting up YubiKeys.
See the Yubico guidance for compatibility and setup instructions.
Why am I receiving MFA messages through WhatsApp?
Microsoft is introducing WhatsApp as an authentication channel in some regions.
You may receive verification codes through WhatsApp if:
- You use SMS authentication
- WhatsApp is installed on your phone
If WhatsApp or internet access is unavailable, verification codes will be sent by SMS instead.
Manage your MFA settings
- Can I use MFA for personal accounts?
- How do I manage my MFA devices and methods?
- How do I change MFA to a new phone or device?
Can I use MFA for personal accounts?
Yes. Microsoft Authenticator can also be used for personal Microsoft accounts and some non-Microsoft accounts such as Google and Facebook.
Follow the "Add account" option within the app.
Find out more on the Microsoft help pages.
How do I manage my MFA devices and methods?
How do I manage my MFA devices and authentication methods?
- Go to: https://mysignins.microsoft.com/security-info
- Sign in using your University account.
- Select Add sign-in method.
- Follow the on-screen instructions.
We recommend setting Microsoft Authenticator as your default authentication method.
How do I change MFA to a new phone or device?
If you are moving to a new device:
- Make sure you have a backup authentication method available.
- Follow the MFA setup instructions to register the new device.
- If your new device does not support Microsoft Authenticator, contact the Helpdesk.
Restore a backed-up account
If you previously backed up Microsoft Authenticator, you can restore your account on your new device using Microsoft's recovery process.
Read this Microsoft guidance backup and recover account credentials with authenticator.
If you’ve removed your Herts account from the app
You will not be able to sign in unless you have another authentication method available.
MFA login and verification problems
- I can’t enter numbers in my app, what should I do?
- I am a new student, and I can't log in to complete registration.
- I get error message ‘for security reasons, we require additional information to verify your account’ during set-up
- I have made several attempts to login into my MFA account after setting it up but failed
- I have set up MFA but I am not receiving any SMS, calls, or push notifications when authenticating
- I don’t see any notifications when the app is closed
- I am getting an error message when signing into Canvas
- I can't remember my student login username and/or password
- I am getting unexpected MFA prompts
I can’t enter numbers in the Microsoft Authenticator app
Update Microsoft Authenticator to the latest version.
If the issue continues, contact the Helpdesk.
- 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
I am a new student and can't l complete registration.
- Sign in using your University username and one-time password.
- If you have forgotten your details, contact the Helpdesk.
- Reset or recover your password at https://www.pss.herts.ac.uk/
- You must complete MFA setup before continuing registration.
If registration still fails after MFA setup, email ask@herts.ac.uk and include a screenshot if possible.
I get the message "For security reasons, we require additional information to verify your account."
Try:
- Using a different browser
- Visiting https://mysignins.microsoft.com/security-info directly
- Clearing your browser cache
We recommend opening up a different web browser (e.g. Firefox or Mozilla) and then logging into https://mysignins.microsoft.com/security-info .
I can't login after setting up MFA
Please contact the Helpdesk:
Tel: +44 (0)1707 284678
Email: helpdesk@herts.ac.uk
Why am I not receiving MFA notifications or verification codes?
Possible reasons include:
- A changed SIM card or phone number
- Poor mobile signal
- No Wi-Fi or mobile data connection
If Microsoft Authenticator is already installed, you can use the one-time passcode (OTP) instead.
I don’t receive notifications when the app is closed
Check that notifications are enabled in:
- Microsoft Authenticator
- Your device settings
ee Microsoft's guidance for additional troubleshooting.
I am getting an error message when signing into Canvas
This is often caused by cached browser data.
Try:
- Opening Canvas in another browser
- Using a private or incognito browser window
I've forgotten my username or password
- Your username is normally in this format:username@herts.ac.uk
- If you have forgotten your username, contact the Library and Computing Services Helpdesk.
- If you have forgotten your student account password you can reset this at https://www.pss.herts.ac.uk/
I'm getting unexpected MFA prompts
Do not approve any sign-in request you were not expecting.
Unexpected prompts may mean someone is trying to access your account.
- Reject the request.
- Change your password immediately at https://pss.herts.ac.uk
- Contact the Helpdesk if you notice suspicious activity.
Never authenticate a sign-in request for someone else's account.
Using MFA when access is restricted
- How do I log in when I have no Wi-Fi or phone signal?
- I’m not allowed to have my mobile phone with me during an exam / assessment, how do I authenticate?
- I have an NHS laptop and I cannot set up MFA, what can I do?
- I’m working in a location where mobile phone access is restricted and I can’t authenticate. What can I do?
How do I use MFA without Wi-Fi or mobile signal?
Use the one-time passcode (OTP) in Microsoft Authenticator.
The code refreshes every 30 seconds and works even in airplane mode.
Select Use a different verification option during sign-in and enter the OTP.
I can't have my phone with me during an exam
Requirements may vary depending on the assessment.
Before your exam:
- Check MFA is working correctly.
- Resolve any issues in advance.
You may be allowed to authenticate before the exam starts. After that, follow the invigilator's instructions regarding phone use.
If you lose or forget your phone before an exam, contact the Helpdesk as soon as possible. Telephone: +44 (0)1707 284678 or email: helpdesk@herts.ac.uk .
I have an NHS laptop and I can't set up MFA
Some NHS and workplace devices restrict browser access.
You may need to:
- Set up MFA using another device
- Use a University PC
- Visit an LRC if required
Once MFA is set up, you should be able to continue using your normal work device.
I work in a location where mobile phones are restricted
You may wish to use a hardware authentication device such as a YubiKey.
This can provide authentication without requiring access to a mobile phone.
Lost, stolen or replaced device
What do I do if I lose or forget my authentication device?
Contact the Helpdesk immediately.
You will be asked to verify your identity using your username or student ID number. You will never be asked for your password.
After support has been provided, you may need to wait up to 15 minutes before signing in again.
If your device has been lost or stolen, remove it from your Microsoft security settings so it no longer receives authentication requests.
Learn how on the Microsoft FAQ page .
MFA for international students
How does MFA work for international student?
If you are travelling to the UK to study at Herts:
- Use Microsoft Authenticator as your primary authentication method.
- Set up Microsoft Authenticator before travelling.
- Install it on a device you will bring to the UK.
- The app's passcode generator works without mobile signal or Wi-Fi.
Once you arrive in the UK:
- Visit https://mysignins.microsoft.com/security-info
- Select Add sign-in method
- Add additional methods, such as a UK mobile number, if required.
If you cannot authenticate before or after travelling, contact the Helpdesk.
- 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.
Get help with MFA
Contact the Helpdesk
If you need further support, include your full name, student ID number and a clear description of the issue.
Online: https://helpdesk.herts.ac.uk/login
Tel: +44 (0)1707 284678
Email: helpdesk@herts.ac.uk
Is there troubleshooting support from Microsoft?
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.
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