Frequently Asked Questions

Can I reduce the number of verification requests?

If you are using your device, some websites let you 'Stay signed in?'

 

Why am I being asked to change my password many times?

If you are using a VPN, then the system may flag this as risky. Try not to use the VPN for University services.

 

I have limited Wi-Fi / mobile phone signal, how can I use the system.

The Authenticator app, once installed from your app store, can be used without Wi-Fi or a mobile phone signal. Follow the instructions above and set the default to be "Authenticator app or hardware token - code"

This will allow you to type the 6 digit number from your phone at sign in. This is found by selecting your username in the app and the number changes every 30 seconds, which keeps your account secure.

Note, if you enable a phone to sign in, the system will use a Wi-Fi/mobile phone signal to display a 2 digit number for you to select instead of typing your password.

 

I do not own a mobile phone - how can I access my applications?

If you do not own a mobile phone, please contact the IT Service Centre via live chat or the 'Raise a request' link on this site, so we can discuss your options.

 

When you 'view account', there is an option to view My sign-ins to review recent activity. There is an activity that I don't recognise.

My sign-ins shows where you have recently used your account. The location may be where the ISP (e.g. Vodafone, Ask4, BT) is registered and not your precise location. However, it should be within the same country.

If you are using a VPN, this should show the country to which your VPN is connected.

If there are sign-ins that you are concerned about, please click the ''Look unfamiliar? Secure your account' link and follow the instructions. If you are still concerned, please contact the IT Service Centre via this site.

I've set up the app and can also receive text messages, however when I try a phone call, it asks me to press a pound key, which my phone doesn't have.

The hash symbol '#' is known as a pound symbol in some parts of the world. This is the button to press.

My phone/tablet Apple Mac has stopped receiving email/calendar items around the same time that I set up MFA. How do I start receiving them again?

As part of securing your account, you may need to delete the account and set this up again. The email is stored on Microsoft's servers, so you should not lose anything. In the meantime, you can sign in to UDo or office.com to view your emails. More information is available in this article.

Is the app accessible?

The app works with screen readers and other accessibility tools.

I can't sign in and get the message 'The username or password is not correct. Please try again. (error: Access-Reject)', noted below.

You have not set up MFA yet, please sign in to https://office.com and follow the steps to provide the information required.

 

I can't sign in and get the message 'The username or password is not correct. Please try again. (error: Access-Reject)', noted below.

You have not set up MFA yet, please sign in to https://office.com and follow the steps to provide the information required.