MFA Troubleshooting

Issues with using Microsoft Authenticator App

• Make sure you're using the latest version of Microsoft Authenticator; Microsoft does not support any app versions more than 12 months old.
• 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.
• The app will not work if your device is jailbroken/rooted. 
• For other issues using the app see: Troubleshoot Problems using Microsoft Authenticator
• For privacy concerns and general usage questions see: Common Questions about the Microsoft Authenticator App

Issues with using 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.

Frequently asked questions

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).

Issues with using Self-Service Password Reset

"We're sorry - You can't reset your own password because you haven't registered for password reset":

If you see this error, then you do not have any authentication methods registered. You will need to contact 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 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 IT Service Desk.