Sign-in Problems
Q. The only MFA registered device is unavailable, and I cannot respond to the MFA request at sign-in.
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:
- If you do not have access to a matrix password;
- You can only register another phone number from within the university using “Alternate Phone Number Registration.”
- If you have access to a matrix password;
- You may register another phone from off-campus using “Alternate Phone Number Registration.”
- Last resort: Contact Us
- After confirming your identity by phone, an administrator will add your phone number by hand.
Please refer to “If your Default Sign-in Method is Unavailable” to direct the MFA request to the phone you have just registered. After signing in, please refer to the “MFA Information Registration Manual” to re-register your authenticator app.
If you do not have a phone number to receive a call, please contact us. After confirming your identity by phone, we will let you register your MFA information again.
Q. I have lost my registered mobile device.
If you have other registered MFA information, please use it to access the Microsoft 365 security information; delete the registration information of the lost device, and click “Sign out everywhere” to prevent unauthorized access from the lost device. If you have no other registered MFA information, please refer to the item above and register your phone number using the “Alternate Phone Number Registration.” Further, please inform us through the contact page.
Q. 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. If you are using an Android-based mobile phone in China, there are some restrictions. 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 your Default Sign-in Method is Unavailable”.
Please check the information provided by Microsoft.
(MFA may be referred to as “two-factor authentication”)