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 is required by all staff, students and associates to access Microsoft 365 (Office 365) services.

This page was last updated on 27 July 2022 at 12:02 (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 during term-time
Ask at the Virtual Smart Bar on Teams during term-time
Call our IT Service Desk team Monday - Friday, 8am - 5pm
Check our list of Frequently Asked Questions

In person help on-campus

Our on-campus Smart Bars are currently closed, service will reopen in September 2022. In the meantime, you can contact the IT Service Desk for support.

Ask a question online

Our virtual Smart Bar is currently closed, service will reopen in September 2022. In the meantime, you can contact the IT Service Desk for support.

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

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.