MFA: Multi-Factor Authentication FAQ

In this article:

• First-Time Setup
• I'm getting a new phone or device
• How to setup MFA on a new phone/device
• I lost my phone
• I don't have a phone/device
• My MFA isn't working, what do I do?
• I will be traveling or studying abroad, how will I be able to perform MFA?

First-Time Setup:

If you are an incoming student or new employee to the University of St. Thomas, you will go through a first-time setup process as part of claiming your account. Learn more about setting up your account in our Claiming Your St. Thomas Account and MFA: Multi-Factor Authentication Setup KB articles.

I'm getting a new phone or device

IMPORTANT - before you get rid of your old phone/device you will need to use it to set up MFA on your new phone

• The Authenticator app MAY look like it automatically transfers your St. Thomas account to your new phone/device, but it DOES NOT.
• If the Authenticator app on your new phone/device is showing your St. Thomas account, and you have not added it manually then it must be deleted and added manually.
• If you no longer have your old phone/device then you will need to CALL or PHYSICALLY VISIT the Tech Desk at 651-962-6230 for identity verification and a reset of your MFA method. Information on hours and in-person locations is available here.

How to setup MFA on a new phone/device

Note: Requires your old phone/device

1. In your computer browser go to the MFA Set Up Page. You will be required to perform MFA on your old phone/device to log in.

2. Click "add sign-in method" on the Security info page in your browser.

3. In  the "Add a method" window that pops up in the browser, choose Authenticator app.

4. If you haven't already, download the Authenticator app onto your device from the Apple or Google Play store, then in the browser window click next.

5. Open the Authenticator app on your device and and start the add a new account process in it, then in the browser window click next.

6. If prompted in the Authenticator app on your device, choose to allow notifications and select "work or school" as the account type, then in the browser window click next.

6. In the Authenticator app on your device choose "scan QR code" then hold it up to the computer screen so that the QR code in the browser is in the scan window of the Authenticator app on your device. The Authenticator app should read the QR code and then confirm "successfully added". Then, in the browser window click next.

7. you will now be prompted to do a test MFA to ensure it is working. You should get a notification on your device. Click on this notification and the Authenticator app should open a window on your device where you can enter the number that is being shown on your browser.

8. Success screen, click done and you're all set!

I lost my phone/device

If your phone is lost, stolen, or broken/non-functional you will need to CALL or PHYSICALLY VISIT the Tech Desk at 651-962-6230 for identity verification and a reset of your MFA method. Information on hours and in-person locations is available here.

I don't have a phone/device

If you do not have a phone, you will need to purchase (either on your own or through your department) a security token.  We currently support the Yubikey 5 and 5c NFC models.  Instructions for setting up the Yubikey on your computer are available here. 

Note - ONLY the listed and linked Yubikey devices in the MFA: Yubikey Purchase Links and Setup Instructions are compatible with your St. Thomas account. Please contact the Tech Desk to with any additional questions.

My MFA isn't working, what do I do?

• Things to try
  • Restart your phone/device
  • Log in from a private or incognito window in your browser
  • Try choosing the "I can't use my Microsoft Authenticator app right now" link from the "Verify your identity" window in your browser
    • Then select the "Use a verification code" option from the "Verify your identity" window in your browser
    • Open the Authenticator app on your phone/device and click on your "University of St. Thomas" account
    • Enter the 6 digit number from the Authenticator app on your phone/device into the "Code" field on the "Enter code" window in your browser and click "Verify"
• If you continue to have trouble, CALL or PHYSICALLY VISIT the Tech Desk at 651-962-6230 for identity verification and a reset of your MFA method. Information on hours and in-person locations is available here.

I will be traveling or studying abroad, how will I be able to perform MFA?

Using the Microsoft Authenticator App or the recommended Yubikey you should easily be able to continue using your current phone/device for MFA if travelling, while out of the country, or studying abroad.  

• If you have cellular service, or are connected to wifi on your phone/device while travelling, the app will continue to work as usual. Usually through a push notification (a pop up on your phone you approve to verify that it is you logging in).
• If you have no cellular network or wifi on your phone/device you can still use it for MFA. If you open the Authenticator app on your phone/device and select your "University of St. Thomas" account, it generates a 6 digit code every 30 seconds. 
  • The code doesn't require you to be on the Internet or connected to cellular data, so you don't need phone service to sign in which is a plus for travelers. 
• If you have/use a Yubikey (as outlined in this article) then authentication will continue to work as usual.