MFA troubleshooting
If you are having trouble with MFA, browse the tips and links below for assistance. If you need any assistance, you can contact the IT Service Desk.
Problems with the Microsoft Authenticator App
- Make sure you're using the latest version of Authenticator; Microsoft does not support any app versions more than 12 months old: get the latest.
- Make sure notifications are enabled for the Authenticator app.
- Turn off do-not-disturb/quiet mode and turn off battery optimization.
- If you're using VPN, try disconnecting to see if the issue persists.
For more common questions and troubleshooting tips, see:
Problems with other Authenticator apps
Support for other apps, like Google Auth or Duo, is offered at best-effort only. For problems with other apps, contact the app manufacturer.
FAQ
For general information about MFA, why it is necessary, how it works, and other common questions: see Multi-factor Authentication FAQ.
You can also visit Common Problems with Two-Factor (MFA) for a Work or School Account (from Microsoft).
Problems with Self-Service Password Reset
- "We're sorry - You can't reset your own password because you haven't registered for password reset": To use self-service password reset, you must have an authentication method registered. If you see this error, then you are not registered, and you will need to contact the IT Service Desk to regain access to your account.
- You don't have access to your verification method and cannot reset your password: you will need to contact the IT Service Desk to regain access to your account.
- "We're sorry, you can't reset your password at this time because your administrator has not configured your account to use password reset.": self-service password reset is available for employee and student accounts. Self-service password reset is not available for shared accounts. To reset the password for a shared account, you will need to contact the IT Service Desk