Getting help and support with Multi-Factor Authentication

To support the upcoming requirement to use Multi-Factor Authentication (MFA) to approve access to Microsoft 365 services, we have a number of support arrangements.

From Monday 8 November 2021, MFA will be required to access Microsoft 365 (Office 365) services. All staff and students must set up MFA before this date.

This page was last updated on 25 October 2021 at 17:25 (GMT)

Need help?

If you need help with setting up MFA or have questions about approval methods, you can ask our staff. We have a mix of on-campus, virtual and telephone support options:

Visit a pop up Smart Bar on-campus for help
Ask at the Virtual Smart Bar or at a Q&A session on Teams
Call our IT Service Desk team
Check our list of Frequently Asked Questions

In person help on-campus

To help with questions and setting up MFA, we will have a series of pop up Smart Bars on campus. Our Student IT tutors will be available each day from 11am to 3pm to assist you.

Please check the table below to find out where the pop up Smart Bars will be during the week commencing 25 October. This page will be updated to confirm on-campus dates over the coming weeks.

Dates and locations (week commencing 25 October)
Date	Time	Campus	Location
Monday 25 October	11am - 3pm	University Park Queen's Medical Centre	Engineering Science Learning Centre Medical School, A Floor Foyer
Tuesday 26 October	11am - 3pm	University Park Queen's Medical Centre	Engineering Science Learning Centre Medical School, A Floor Foyer
Wednesday 27 October	11am - 3pm	University Park Jubilee Campus King's Meadow Campus	Engineering Science Learning Centre Advanced Manufacturing Building Restaurant / canteen area
Thursday 28 October	11am - 3pm	University Park Jubilee Campus	Portland, C Floor Advanced Manufacturing Building
Friday 29 October	11am - 3pm	University Park Jubilee Campus	Portland, C Floor Advanced Manufacturing Building

Week commencing 1 November

Locations are subject to change.

Dates and locations (week commencing 1 November)
Date	Time	Campus	Location
Monday 1 November	11am - 3pm	University Park Jubilee Campus	Portland Building, C Floor Exchange Building
Tuesday 2 November	11am - 3pm 12noon - 3pm	University Park Jubilee Campus Derby Hospital Campus King's Meadow Campus	Portland Building, C Floor Exchange Building Near the Library Restaurant / canteen area
Wednesday 3 November	11am - 3pm	University Park Sutton Bonington City Hospital Campus	Portland Building, C Floor The Barn To be confirmed
Thursday 4 November	11am - 3pm	University Park Jubilee Campus	George Green Library Business School South
Friday 5 November	11am - 3pm	University Park Jubilee Campus	George Green Library Business School South

Week commencing 8 November

Locations to be confirmed and are subject to change.

Dates and locations (week commencing 8 November)
Date	Time	Campus	Location
Monday 8 November	11am - 3pm	University Park University Park Jubilee Campus	Hallward Library George Green Library Business School South
Tuesday 9 November	11am - 3pm	University Park University Park Queen's Medical Centre	Hallward Library George Green Library Medical School, A Floor Foyer
Wednesday 10 November	11am - 3pm	University Park Queen's Medical Centre Sutton Bonington	Hallward Library Medical School, A Floor Foyer The Barn
Thursday 11 November	11am - 3pm	University Park Jubilee Campus Sutton Bonington	Hallward Library Exchange Building The Barn
Friday 12 November	11am - 3pm	University Park Jubilee Campus	Hallward Library Exchange Building

Ask a question online

You can ask any questions about MFA at our Virtual Smart Bar or at a virtual Q&A session.

Virtual Smart Bar

We have a dedicated MFA Support channel on the Virtual Smart Bar. Join the 'My IT Smart Bar' on Microsoft Teams and our staff will be happy to answer your queries. Our Virtual Smart Bar is open Monday to Friday 10am - 6pm.

To join, find us on Microsoft Teams with the code 8x1ibdu or use the direct link below:

Join the My IT Smart Bar on Teams

Virtual Question and Answer sessions

Got a question about authentication methods, setting up or using MFA to approve access? Drop-in and ask us your MFA questions at one of the following sessions.

Sessions will be hosted on Microsoft Teams

Each session will last for an hour, feel free to join anytime

List of sessions
Date	Start time	Teams Meeting
Tuesday 19 October	3pm	Register for this session
Thursday 21 October	11am	Register for this session
Monday 25 October	11am	Register for this session
Thursday 28 October	3pm	Register for this session
Wednesday 3 November	3pm	Register for this session
Friday 5 November	11am	Register for this session

You will need your university Microsoft account to register and join any of these drop-in sessions.

Contact our IT Service Desk

Our dedicated IT Service Desk is available to help with all your IT needs and our experts will help resolve IT queries.

We offer specialist support with IT accounts, passwords, Multi-Factor Authentication and all other IT services

Call on 0115 95 16677 to log a support call

Open Monday - Friday, 8am - 6pm

IT Service Desk

MFA set up guides

Instructions are available on the MFA web page via the link below:

Multi-Factor Authentication user guides

Secure your Microsoft 365 account with MFA

If you have set up and configured MFA, you must secure your university Microsoft 365 account by completing the form linked below before Monday 8 November:

Secure Microsoft 365

This will enable MFA to approve access to Microsoft 365 services and make your account more secure. Visit the Securing 365 SharePoint site for further information and FAQs.

Frequently Asked Questions

Below are some recently asked questions that may help you. Click on a question to show the answer.

I don’t have a smartphone, which option should I choose?

If you have a SIM enabled mobile phone, then text message is a good option providing you have network signal. You can also use verification code as a second authentication method and vice versa. We recommend adding a phone number regardless as this can be used as a backup approval method.

I don’t have a mobile phone. How should I authenticate?

Users with no phone can use verification code on a desktop app on a laptop / desktop PC. There are options for both Windows and macOS. We have some instructions for Authy (supports most operating systems) and WinAuth (for Windows 10).

I cannot use my chosen authentication device right now. What should I do?

If you are prompted for authentication and you cannot use your default authentication method, you may have an option to use an alternative method.

You should get an option if you have added your mobile number or set up another app. For example, Microsoft will display a link saying "I can't use my Microsoft Authenticator app right now".

The wording might be different depending on your chosen authentication method. When you click the link, you would be shown some alternative methods to verify your identity, e.g. verification code or text message.

I use Microsoft PowerAutomate (Flow). Will this be affected?

Users with any PowerAutomate Flows set up may need to access PowerAutomate and confirm who you are via the new MFA process. Instructions can be found on SharePoint.

I use the Apple Mail app on iPhone and / or macOS and I’ve stopped receiving emails. What should I do?

When MFA is turned on for Microsoft 365 accounts, this is known to stop authentication with Apple's native Mail app. Users will need to delete their account and re-add it so that the MFA request can be approved and then re-sync their mail, calendar, contacts and notes if they choose. Visit connect your devices for instructions.

For further FAQs, visit the Securing 365 SharePoint site.