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.

MFA will soon be required to access Microsoft 365 (Office 365) services.

For staff, MFA is now required
For associates, MFA is now required
For students, deadlines have been set by each faculty and will be communicated individually - visit Student News for further details

This page was last updated on 08 March 2022 at 10:22 (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 our Smart Bar on-campus for help
Ask at the Virtual Smart Bar on Teams
Call our IT Service Desk team
Check our list of Frequently Asked Questions

In person help on-campus

Visit a Smart Bar on University Park or Jubilee Campus:

University Park, Hallward Library

Our main Smart Bar is located on University Park in Hallward Library (Level 1). Our Student IT tutors will be available Monday to Friday from 10am to 4pm to assist you.

Jubilee Campus, Exchange Building

Our second Smart Bar is located on Jubilee Campus in the Exchange Building in room B35c (B floor). Our Student IT tutors will be available Monday to Friday from 11am to 3pm to assist you.

Ask a question online

You can ask any questions about MFA at our Virtual Smart Bar.

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

There are currently no further MFA question and answer sessions planned. Please see our FAQs or ask any questions on the Virtual Smart Bar.

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 and select option 4

Open Monday - Friday, 8am - 5pm. Please note: our team are unavailable between 10am - 10.30am, if you are in a queue, you may be disconnected.

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

For students and associates only. If you have set up and configured MFA, you must secure your university Microsoft 365 account by completing the form linked below:

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 as described below:

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.

If you cannot update your settings to approve authentication then you may need to request that MFA is reset on your account. For reset requests, please contact the IT Service Desk (staff or students) or the Smart Bar (students only).

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.

I use the Gmail app on iPhone and / or Android 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 the Gmail app.

Android users will need to delete their account within the app and re-add by selecting the option 'Exchange and Office 365'. This will allow the MFA request to be approved and then sync mail.
For iPhone users, the Gmail app currently does not support modern authentication and therefor cannot be used. The Microsoft Outlook or Apple Mail app is supported, visit connect your devices for instructions.

For further FAQs, visit the Securing 365 SharePoint site.