Top five MFA queries

Set up MFA 

What is MFA, and how do I enrol?

Multi-factor authentication (MFA) adds an extra layer of security when you log in to your University IT account. It's sometimes called two-factor authentication (2FA).

With MFA, you provide at least two pieces of evidence at login to verify your identity:

• Something you know: a password, pin or passphrase.
• Something you have: a physical device you have with you when logging in, for example, a mobile device or hardware token.

For information on how to enrol, visit our setting up MFA pages.

I am a new student, and I have tried to set up MFA on my phone, but it keeps asking for a passcode. What should I do?

1. Go to the Device Management portal.
2. Enter your University username and password.
3. Select 'Log in'.
4. On the Duo Device Management web page, select 'Call Me'.
5. When you receive a call to your mobile device, press '1' on your mobile device keypad.
6. The Duo Device Management page will show your current duo devices.
7. Click 'Device Options' next to your listed mobile device.
8. Click the 'Reactivate Duo Mobile' button.
9. Continue to follow the instructions on your screen. 

I had MFA Duo set up on my previous University account, but I can't set up my phone on my new account because it says 'number cannot be added'. How do I fix this?

You should contact the Service Desk on +44 114 222 111 and have the following information

• previous account
• previous username
• phone number registered
• full name
• previous department
• previous registration number
• date of Birth (DOB)
• new account
• new username
• new department
• new registration number

Once you have contacted the Service Desk, you will recieve an activation text with information on what to do next.

Add a new device 

I have a new mobile phone, and I've kept the same number, but MFA is not working on it. How do I fix this?

1. Click Device Management Portal.
2. Enter your University username and password.
3. Select 'Log in'.
4. On Duo Device Management web page, select 'Call Me'.
5. When you receive a call to your mobile device, press '1' on your mobile device keypad.
6. The Duo Device Management page will show your current duo devices.
7. Click 'Device Options' next to your listed mobile device.
8. Click the 'Reactivate Duo Mobile' button.
9. Continue to follow the instructions on your screen. 

Duo mobile app 

My device cannot install the MFA Duo app. What should I do?

If you do not have a smartphone or your smartphone is too old to install the Duo app, then contact the Service Desk on +44 114 222 1111 to discuss your options.

Help and support

For further help and support, call the IT Service Desk on +44 114 222 1111 or visit our frequently asked questions web page for more information and answers to MFA questions and queries.