6. FAQ
If you’re unable to sign in, please include a screenshot of the error screen when you reach out.
Contents
- Q1. I have not received any notifications for my registered Microsoft Authenticator app.
- Q2. The only MFA registered device is unavailable, and I cannot respond to the MFA request at sign-in.
- Q3. I lost the mobile device that was registered for MFA.
- Q4. I want to change the setting for when MFA is prompted.
- Q5. If I change my phone model, can I transfer the authentication app information?
- Q6. Must I install the authentication application on all my devices and browsers?
- Q7. How many authentication apps can I register?
- Q8. Can I receive my verification code by email?
- Q9. Can I get a printable, disposable verification code for emergency access, like Google’s MFA?
- Q10. Can I use an app password for an app that cannot use MFA, such as a mail application?
- Q11. Can I use Google Authenticator on my mobile device instead of Microsoft Authenticator?
- Q12. I want to remove an account from the “Authenticator” browser extension.
Q1. I have not received any notifications for my registered Microsoft Authenticator app.
Please make sure that you are connected to the network, and the app has notification permissions. Even if you do not receive a notification, the one-time password code (6 digit number) can be used (tap the account part to show). Please refer to “If You Can’t Use Your Regular Authentication Method”.
* If you are using an Android-based mobile phone in China, there may be restrictions.
Q2. I cannot sign in because the only device registered with my MFA information is unavailable.
If you have a mobile phone or a landline phone at work or home and you can receive a call, please register the number as follows.
Note: Currently, students cannot use the “Phone Number Setup for Sign-in Issues”. This feature is scheduled to be available after September 2026.
- If you do not have access to a matrix password;
You can only register another phone number from within the university using “Phone Number Setup for Sign-in Issues”. - If you have access to a matrix password;
You may register another phone from off-campus using “Phone Number Setup for Sign-in Issues”.
Once your phone number is registered, you can use it to sign in when MFA is prompted. At the sign-in screen, click “I can’t use my Microsoft Authenticator app right now.” Then, choose to receive a text message (SMS) or phone call at the number you registered, and complete the sign-in. For detailed instructions, refer to “If You Can’t Use Your Regular Authentication Method”. After signing in, go to “Registering MFA Information” to reconfigure and register your authentication app.
Q3. I lost the mobile device that was registered with my MFA information.
- If you have other MFA information registered:
- Access your Microsoft 365 security information.
- Remove the MFA information for the lost device.
- Select “Sign out everywhere” to prevent unauthorized access.
- If you do not have any other MFA information registered:
Please register a phone number using the “Phone Number Setup for Sign-in Issues” and sign in.
Q4. I want to change the setting for when MFA is prompted.
You can update the setting on the page linked below:
Microsoft 365 Multi-Factor Authentication(MFA) Configurator
Q5. If I change my phone model, can I transfer the authentication app information?
It depends on the app you are using; please check the app’s manual. In most cases, data stored in the app at the time of registration is confidential and cannot be backed up. We recommend registering your MFA information on your new mobile device and removing it from the old one. Some apps allow you to share the same MFA information among devices by registering an account.
Re-registration When Renewing Smartphone
Q6. Must I install the authentication application on all my devices and browsers?
No, that’s not necessary. The sign-in notification sent to the Microsoft Authenticator app, along with the six-digit verification code displayed in the app, can be used to sign in from devices or browsers other than the one where the app is installed. In general, once you install and register the app on a mobile device, you can use it from anywhere. However, if you register only one device, you won’t be able to sign in if that device is lost or stops working. To avoid this, we recommend registering additional authentication methods—such as phone numbers or other devices like PCs and landlines at home or work.
Q7. How many authentication apps can I register?
You can register up to five apps.
Q8. Can I receive my verification code by email?
No. Microsoft 365 cannot be configured to receive authorization codes via email.
Q9. Can I get a printable, disposable verification code for emergency access, like Google’s MFA?
No, this is not possible with Microsoft 365.
Q10. Can I use an app password for an app that cannot use MFA, such as a mail application?
No, this is not possible with Microsoft 365 at the university.
Q11. Can I use Google Authenticator on my mobile device instead of Microsoft Authenticator?
Yes, you can use Google Authenticator for MFA. For registration details, please see the following guide:
Set Up MFA Information with App (Google Authenticator)
Q12. I want to remove an account from the “Authenticator” browser extension.
If you want to remove an account from the Authenticator browser extension, please refer to Remove an Account from the Browser Extension.
If you want to delete your MFA information, see 4. Check and Change MFA Registration Settings.