Using multi-factor authentication

If your MFA method or passkey doesn't work

If you struggle to log in to a service using your MFA method, please:

1. Use an alternative authentication method if you have one set up. Click 'Sign in another way' or ‘I can’t use my Microsoft authenticator right now’ on the Microsoft verification page on your computer.
2. If using the MS Authenticator app,  you can use a six-digit one-time password code from the app as an alternative to the two-digit code notification. Just open the app and click your University of Bristol profile to see a one-time password code. If that doesn't work, you may need to delete and reinstall the app and run through MFA set up again. 
3. If you still have problems, contact IT Services for support.

Set up a second method

You may temporarily lose access to some University services if you:

• Forget the phone or device you use for MFA
• Lose or break the phone (or other device) you use
• Get a new phone (or device) and fail to set up MFA on the new device correctly.

To reduce the risk of this happening, we recommend that you add a second authentication method, preferably one you can access using a different device. 

If you have more than one device

If you have more than one device (for example a smartphone and a tablet or laptop), we recommend you also install the Microsoft Authenticator app on your second device. Log into the Microsoft Security Information page on your main device, click "Add sign-in method" and follow the steps on-screen to set up the second device.    

If you do not have a second device

If you do not have a second device, we recommend that you still add a second authentication method. Log into the Microsoft Security Information page, click "Add sign-in method" and follow the steps on-screen.   

If you need to travel

If you travel and will need to access University services, please use an authenticator app as your default sign-in method. Log into the Microsoft Security Information page, and make sure the "Default sign-in method" is the authenticator app.   

If you do not have data when you are travelling, you can obtain a one-time code in the app. Simply open the app and click “University of Bristol” to see the one-time code.

If you forget or lose your phone

If you are unable to use your phone or device and you do not have a back-up method to use MFA, please contact IT Services.

In some situations, IT Services will be able to issue you with a temporary access password.

Set up MFA or a passkey on a new device

If you have a new phone (or another device) or want to change the device you use to authenticate, you will need to update your authentication method to avoid losing access to University services.

Please follow the steps below.

• Keep your old phone switched on and connected to wifi, in case you are prompted to authenticate before you have set up the new phone.
• Set up your new phone as you would usually and download the Authenticator app from the Apple App Store or Google Play.
• On your computer, log on to the Microsoft My Sign-Ins page.
• Click "Add method" and follow the instructions to add your new phone. You will need to scan a QR code using your new phone.
• Once you have set up your new phone to authenticate, please delete the existing authentication methods linked to the old phone from the list on the Microsoft My Sign-Ins page on your computer. 

Your personal data

Microsoft has answers to common questions about the Microsoft Authenticator app.

Further support

If you require further support, please contact IT Services by phoning 0117 428 2100, visiting the IT Counter, or raising a ticket using the IT self-service site (requires log-in). More technical queries, such as a reset to MFA if you have lost your phone or authentication device, can be resolved from 8 am until 5 pm, Monday to Friday (apart from on University closure days).

Form for students to report problems with accessing their UoB account when overseas

This form is for students at the University of Bristol who are currently overseas and need to report an access problem that prevents them from using the self-service site or calling the IT Service Desk. If you can use the self-service site or call the Service Desk, please use those methods; otherwise complete the form.