Common issues with multi-factor authentication

Here you can see common issues with multi-factor authentication and ways to solve the issues.

The multi-factor authentication method has stopped working

Your multi-factor authentication will stop working if you:

• Change phones.
• Delete the Microsoft Authenticator app.
• Remove the account from the Microsoft Authenticator app.
• Get a new phone number.
• Turn off the notifications for the Microsoft Authenticator. You can turn them back on.

If that happens then you will need to reset or move your multi-factor authentication.

Issues with using multi-factor authentication while abroad

Unfortunately it can be difficult to receive text messages through Icelandic phone numbers while abroad. We therefore recommend using the Authenticator app instead.

Here are other ways to get back into your account:

• If you have setup more then one authentication method then select "I can't use my [default authentication method] right now" and you will be able to use your other method.
• You can reset your multi-factor authentication.
• Connect to the school's network using our VPN. Please note that hotels often block the use of VPN services on their networks.

I haven´t received a notification on the Microsoft Authenticator app

Make sure notifications are turned on and enabled for the Microsoft Authenticator app.

You can also select "Use a verification code" at login and use the code found in the Microsoft authenticator app by pressing on your account. If you have set up a default authentication method then you first need to click on "I can't use my [default method] right now".

I need to authenticate often

• Users will need to authenticate themselves for each individual app on each device (Chrome, Safari, Firefox, Outlook on the phone, Outlook on the computer and so on).
• Users can delay the authentication by checking "Don't ask again for 15 days" however changing the IP address will reset it (Internet connection or cellular tower).
• Make sure browser cookies are enabled otherwise the browser will forget the authentication as soon as it is closed.
• You can reduce the number of authentications by connecting to the university network by applying for a home internet connection.