Multi-factor Authentication - End User Support

Overview

This article contains information on how to use, troubleshoot, or enroll in Multiple Factor Authentication (MFA) for end users. 

Instructions

End Users can find their own authentication methods for MFA on their security info page provided by Microsoft.

If an end user is logged in to a Microsoft application:

1. In the top right corner, click the user profile menu.
2. Select View account.
3. Select Security & privacy. 
4. Select My Account portal.
   • You can also go directly to the page by using the following URL: https://myaccount.microsoft.com
5. Select UPDATE INFO under security info
   • This will show all methods of authentication the user currently has set up.

Default sign-in method

• This allows the user to change their default method for a second factor prompt. This will only allow users to select a method they’ve already set up.

Add Method

1. End user can select + Add method button and find the following options.
   • Authenticator application 
     • See below for instructions on how to download the authenticator application
   • Alternate phone
   • Office phone
2. After selecting a method, the end user will be prompted to follow the steps to enroll their new method.
3. After a new method is added, the user can select that as their new default method.

• Steps to install the authenticator application:
  • Download and install the Microsoft Authenticator App  on your smart phone. The app can be found in both Google Play and Apple App Store's.
  • From your computer, go to the My Sign-Ins Security Info page.
  • Select "+ Add Method" in the top left corner of the box on the page.
  • Under Which method would you like to add? select, Authenticator App.
  • Select Add.
  • Select Next.
  • Open the Microsoft Authenticator app on your smart phone.
  • It will scroll through several accounts, you want to add Work or School Account.
    • Note: if you have for previously set up MFA, you may have a QR code pop up at this point. If you scan it, it will have you authenticate with biometrics, offering the option for a code, and then it will send a notification to your mobile device. If not, continue with these instructions.
  • Select Scan a QR code.
  • If asked for access to camera, select allow.
  • Use the smart phone to scan the QR code from the Configure mobile app screen.
  • Select Next on your computer.
  • If requested, use biometrics.
  • If biometrics were requested on your mobile device, you may also need to select Next on your computer.
  • From your computer, go to the My Sign-Ins Security Info page
  • Under "Default sign-in method", select "Microsoft Authenticator - notification".
  • Select Confirm.
  • The authenticator app will send a notification to your mobile device as a test. On your mobile device select Approve.

Lost device:

1. This will allow end users to force sign-out for all their active sessions in the event that their device is lost or stolen.

If the user has received the message "More information required" when attempting to sign in, follow these steps:

1. Select Next.
2. The user will be prompted to use the MFA authenticator application which can be installed via the instructions above.
3. If the user does not wish to use the authenticator application:
   • Select the link at bottom left titled, I want to set up a different method.
   • In the "Choose a different method" box, select either Phone or Email.

     • Note: The system may require that users set up both phone and email.

Visit this Microsoft page for documents relating to Multi-Factor Authentication verification.