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Mercer IT has compiled a list of frequently asked questions in reference to multi-factor authentication (MFA).

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What is multi-factor authentication (MFA)?

Multi-Factor Authentication (MFA) is an authentication method that allows access to an application or website after successfully presenting two or more verification factors. Instead of using just a username and password, MFA requires additional verification to help keep your accounts secure. This extra layer of security means that if your password is hacked, your account will remain secure. MFA is used with Mercer applications, including mobile BearCard ID, Canvas, Zoom, and Microsoft 365.

 

Once MFA is set up, how often do I have to re-authenticate?

  • For Canvas: Each time you log in. When you close your browser, you will be logged out and prompted for your MFA credentials.
  • For Email via Outlook: At least every 180 days.
  • For Email via the Internet/Microsoft 365: Each time you log in.
  • For Workday: Each time you log in.
  • For Zoom: At least every 24 hours.

 

Why should I add an alternate email address to my Microsoft 365 security methods?

Adding an alternate email address to your account provides an additional security method to manage your Microsoft 365 account. If your device is lost or stolen, you will be able to access your Microsoft 365 account online to help prevent others from accessing your data.

If you do not have an alternate email address you will be required to contact the IT Help Desk in the event your phone is lost or stolen.

 

How do I add an alternate email address to my Microsoft 365 security methods?

Follow the steps below to add an alternate email address to your Microsoft 365 account. If you do not have an alternate email address you will be required to contact the IT Help Desk in the event your phone is lost or stolen.

  1. Log in to your Microsoft 365 account using this link.
  2. Select the UPDATE INFO link in the Security info section.
  3. Next, select Security info from the left-hand menu.
  4. Select Add method.
  5. Select Email from the Add a method drop-down menu and select Add.
  6. Enter an alternate email address and select Next. Note: This should be a personal email address.
  7. Enter code sent to email address provided and select Next.

 

How do I change or update my default Microsoft 365 security methods?

Follow the steps below to change or update your default Microsoft 365 security methods.

  1. Log in to your Microsoft 365 account using this link.
  2. Select the UPDATE INFO link in the Security info section.
  3. Next, select Security info from the left-hand menu.
  4. From here you can change or update your security methods.

 

How do I use MFA with my phone outside the US?

If you do not have an international calling plan that allows you to use the MFA text messaging option, we recommend you use the Microsoft Authenticator App option.

 

What do I do if the mobile device I use to approve access to my Microsoft 365 account is lost or stolen?

If you previously added an alternative security method to your account, such as your office phone or alternate email address, follow the steps below to access your account and sign out of all devices that have access to your Microsoft 365 accounts. We also recommend you change your Microsoft 365 password.

  1. Log in to your Microsoft 365 account using this link.
  2. Select the Having trouble? Sign in another way link.
  3. Select an alternative way to verify your identity and foll the prompts.
  4. Once logged in, select the UPDATE INFO link in the Security info section.
  5. Next, select Security info from the left-hand menu.
  6. Select the Lost device? Sign out everywhere link.

If you never added an alternative method, you must contact the IT Help Desk for assistance.

 

What do I do when I get a replacement or new mobile device?

When you receive your new phone, visit our multi-factor authentication website for instructions to set up your new device.

 

What do I do if my iOS Mail app shows an "Action Required to Access your Email" error message?

Step 1: Delete the iOS Mail account.

Step 2: Setup iOS Mail Account again.

 

What do I do if my macOS Mail app shows an "Action Required to Access your Email" error message?

Mercer IT does not support the built-in macOS Mail app. We strongly recommend using Microsoft Outlook.

Follow the steps below to remove your Mercer email account from the macOS Mail app:

  1. From the Mail menu, select System Preferences.
  2. Choose Internet Accounts.
  3. Highlight the account you want to delete and select the "-" (minus sign).
  4. Select Remove or OK.

 

Why is my multi-factor authentication (MFA) spamming me?

In some cases, attackers will spam multi-factor authentication (MFA) prompts in an attempt to irritate users into approving the login, therefore, enabling an attacker to gain entry to your account or device.

If this happens to you, follow the steps below:

  1. Change your Mercer password immediately. Your new Mercer password should be completely different from any outside account password(s). We also recommend you change passwords for any accounts which had the same password as your Mercer account.

  2. Contact the IT Help Desk for further evaluation.

 

What if I have other issues with multi-factor authentication?

If you need assistance with multi-factor authentication, contact the IT Help Desk.

helpdesk@mercer.edu
(478) 301-7000