Top five MFA queries

1. New MFA set up - Only seeing passcode

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

1. Click Device Management Portal, this will take you back to the Muse login web page.

2. Enter your university username and password, click the Log in button.

3. At the Duo Device Management web page select the Call Me option

4. When you receive a call to your mobile device, press 1 on your mobile device keypad

5. The Duo Device Management page will show your current Duo devices.

6. Click Device Options next to your mobile device

7. Click the Reactivate Duo Mobile button and continue to follow the instructions on your screen. 

---

2. Course change - MFA setup

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 1111 and have the following information ready:

• 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 receive an activation text with information on what to do next.

---

3. New Mobile phone with same number - Add to MFA

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

1. Click Device Management Portal, this will take you back to the Muse login web page.

2. Enter your university username and password, click the Log in button.

3. At the Duo Device Management web page select the Call Me option

4. When you receive a call to your mobile device, press 1 on your mobile device keypad

5. The Duo Device Management page will show your current duo devices.

6. Click Device Options next to your mobile device

7. Click the Reactivate Duo Mobile button and continue to follow the instructions on your screen. 

---

4. MFA Duo App - Device incompatible

My device is not compatible to install the MFA Duo app. What should I do?

If you do not have a smartphone or your smartphone is too old (running iOS 15 or below, or Android 11 or below) then please contact the IT Service Desk on +44 114 222 1111 to discuss your options.

---

5. 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 about MFA & Duo, please visit our main Multi-factor authentication (MFA) webpage.

For a quick set-up guide, take a look at the Getting Started with Duo Security video

---

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.