Top five MFA queries
Find the answer to the most common MFA questions, from getting set up to adding a new device to your account.
Set up MFA
- What is MFA, and how do I enrol?
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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.
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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?
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- Go to the Device Management portal.
- Enter your University username and password.
- Select 'Log in'.
- On the Duo Device Management web page, select 'Call Me'.
- When you receive a call to your mobile device, press '1' on your mobile device keypad.
- The Duo Device Management page will show your current duo devices.
- Click 'Device Options' next to your listed mobile device.
- Click the 'Reactivate Duo Mobile' button.
- 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?
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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?
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- Click Device Management Portal.
- Enter your University username and password.
- Select 'Log in'.
- On Duo Device Management web page, select 'Call Me'.
- When you receive a call to your mobile device, press '1' on your mobile device keypad.
- The Duo Device Management page will show your current duo devices.
- Click 'Device Options' next to your listed mobile device.
- Click the 'Reactivate Duo Mobile' button.
- Continue to follow the instructions on your screen.
Duo mobile app
- My device cannot install the MFA Duo app. What should I do?
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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.