MFA & Microsoft Authenticator – Setup and Troubleshooting

Overview

Multi-Factor Authentication (MFA) is required for all Microsoft 365 accounts, including email, Teams, SharePoint, and OneDrive. MFA adds a second layer of security by requiring you to verify your identity using the Microsoft Authenticator app on your phone, in addition to your password.

Setting Up Microsoft Authenticator for the First Time

If you are setting up MFA for the first time (e.g., as a new employee or on a new phone), follow these steps:

1. Download the Microsoft Authenticator app from the App Store (iPhone) or Google Play Store (Android).

2. On your computer, sign in to your Microsoft 365 account at portal.office.com.

3. When prompted to set up security info, choose "Microsoft Authenticator."

4. Open the Authenticator app on your phone, tap the + icon, and choose "Work or school account."

5. Scan the QR code shown on your computer screen.

6. Approve the test notification on your phone.

7. MFA setup is complete.

If you encounter any issues during setup, contact IT for assistance.

Locked Out or Unable to Sign In Due to MFA

If you are locked out of your Microsoft 365 account because you lost your phone, got a new phone, or cannot receive MFA prompts:

1. Contact IT immediately via phone or the helpdesk portal.

2. IT will verify your identity and perform an MFA reset.

3. Once reset, you will be prompted to set up the Authenticator app again on your new device.

Do not share your MFA codes with anyone, including IT staff. IT will never ask for your authentication codes.

MFA Reset Request

If you have changed phones and need to re-register the Microsoft Authenticator app, submit a helpdesk ticket. IT will reset your MFA registration so you can set it up on your new device.

Please include your full name, the email address affected, and a phone number so IT can verify your identity.

Authenticator App Issues

App not sending notifications: Ensure notifications are enabled for the Microsoft Authenticator app in your phone's settings. Also check that your phone has internet connectivity.

Code doesn't work: Make sure your phone's date and time are set to automatic. Incorrect time settings can cause authentication codes to fail.

App is asking to approve a login you didn't initiate: This could indicate someone is attempting to access your account. Do NOT approve the request. Change your Microsoft 365 password immediately and notify IT.

MFA for Microsoft Teams and OneNote

Microsoft Authenticator also applies to Teams and OneNote on mobile devices. If you are having trouble signing in to Teams or OneNote and are repeatedly prompted for MFA, try signing out of the app and signing back in. If the issue persists, contact IT.

Questions?

Submit a ticket at the IT helpdesk portal or email helpdesk@gridworks-eng.com.