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HYMS Multi-Factor Authentication FAQ’s

This article provides answers to the most frequently asked MFA questions.

Where can I get the Microsoft Authenticator App?

Microsoft Authenticator app is available from either the Apple or Google Stores:

Help on using the App is available at: aka.ms/authapp

I have been asked to authenticate a login, but have left my phone at home.

Call IT Support on 01904 323838, once they have verified your identity they can issue you with a one time passcode that will allow you to change your MFA authentication methods.

What do I do if I have no WI-FI or mobile signal?

If you don’t have any Wi-Fi or mobile data, you can use a ‘one-time passcode’ on the mobile authenticator app.

When logging on onto your device (PC\Laptop), Click “I can’t use my Authenticator App now” then select ‘Use a verification code from my mobile app’ instead. In the Authenticator App find the one-time password code and enter at the login screen.

How long should I wait to receive a text message, or phone call?

Text messages, and phone calls should arrive in under a minute. The normal timeframe is 5 to 20 seconds. If you don’t receive the notification within this timeframe:

I already have MFA setup but want to change how I authenticate my account

Within a Web Browser (Chrome or Edge)

Login to aka.ms/MySecurityInfo with your HYMS account credentials and click on ‘Change’ to the right of Default sign-in method. Then from the dropdown list select new default Authentication method.

See the change your MFA authentication methods page for further details

I have lost my phone (device)

If you are able to do so, it is advised to sign-out of your account everywhere to ensure no one can gain unauthorised access to your account.

Within a Web Browser (Chrome or Edge)

Login to aka.ms/MySecurityInfo with your HYMS account credentials and click on ‘Lost device? Sign out everywhere

Delete your Phone, text and Microsoft Authenticator methods linked to the lost phone.

If you cannot access your account, Call IT Support on 01904 323838, they will take your details and send a one time passcode to an alternate email address. This will allow you to login and complete the procedure above.

If you have a new phone

Add your new phone as an additional Microsoft Authenticator device using  ‘+ Add method’ then choosing Authenticator App, Click‘+ Add method’ again  and select phone and add your Phone details selecting either the “Text me a code” or “Call Me” option.

See the change your MFA authentication methods page for further details

I have lost or disposed of my Laptop or Desktop PC running Windows

Ensure nobody can get to your work by disabling access to Office 365 from that device.

Within a Web Browser (Chrome or Edge)

Login to aka.ms/MySecurityInfo and click on the Devices tab. Click on the device and choose Disable device.

I have a new personal email address and wish to change where MFA emails go to

Within a Web Browser (Chrome or Edge)

Login to My Security info in Microsoft 365 – aka.ms/MySecurityInfo

Under the lists of methods click on Change to the right of Email. This will allow you to change your email address.

You will get an email sent to the new email address with a code which will need entering on the screen, before the change of email address is confirmed. This is to ensure you have entered the correct email address.

See the change your MFA authentication methods page for further details

 

I have a new phone which I wish to use for MFA - Same Telephone number

On your Old Phone

  1. Remove your HYMS account from within the Microsoft Authenticator App on your OLD phone. See Q&A Microsoft Authenticator App then the heading ‘Remove account from app’
  2. Remove (uninstall) the Microsoft Authenticator App from your old phone

On your New Phone

Install the Microsoft Authenticator App on your new phone:

Within a Web Browser (Chrome or Edge)

Login to My Security info in Microsoft 365 with your HYMS credentials – aka.ms/MySecurityInfo

  1. Remove your old phone as a Microsoft Authenticator device, by clicking Delete to the right of your Microsoft Authenticator method. Note: The Model number of the phone is listed here. For example a Sony Xperia is model is listed as ‘J8210’
  2. Add your new phone as an additional Microsoft Authenticator device using  ‘+ Add method’ then choosing Authenticator App.
  3. Ensure their default sign-in method is set to “Microsoft Authenticator – notification.

See the change your MFA authentication methods page for further details

I have a new phone which I wish to use for MFA - New Telephone number

On your Old Phone

  1. Remove your HYMS account from within the Microsoft Authenticator App on your OLD phone. See Q&A Microsoft Authenticator App then the heading ‘Remove account from app’
  2. Remove the Microsoft Authenticator App from their old phone

On your New Phone

Install the Microsoft Authenticator App on your new phone:

Within a Web Browser (Chrome or Edge)

Login to My Security info in Microsoft 365 – aka.ms/MySecurityInfo

  1. Remove your old phone as a Microsoft Authenticator device, by clicking Delete to the right of your Microsoft Authenticator method. Note: The Model number of the phone is listed here. For example a Sony Xperia is listed as model ‘J8210’
  2. Add your new phone as an additional Microsoft Authenticator device using  ‘+ Add method’ then choosing Authenticator App.
  3. If you have a Phone as an authentication method then: Click on Change next to the old phone number and follow the onscreen instructions to change your phone number and validate it.
  4. Ensure your default sign-in method is set to “Microsoft Authenticator – notification.

See the change your MFA authentication methods page for further details

 

Updated on 05/11/2021

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