Please make sure you have the phone or device you use to authenticate available to you (and charged) whenever you may wish to log in to University services.
If you have set up the Microsoft Authenticator app as your default MFA method, you will sometimes see a message on the computer or device you are using to try to access a service. The message says “Approve sign-in request” and shows a number you must type into the app.
At the same time, you will see a prompt on your phone asking if you are trying to sign in to a University of Bristol service. To help you decide whether you should approve the log in request, the prompt will also show the name of the service or app you attempting to access, and a map showing the approximate location of your computer (note: the location shown is likely to be slightly different to your precise location, particularly if you are using a VPN).
Enter the number from your computer or other device and click “yes” to confirm sign in.
Note: If you can't enter this number, click "I can't use my Microsoft Authenticator app right now", and you will be asked to authenticate using your alternative (second) MFA method. You can also find a six-digit one-time password code by opening the Authenticator app on your phone and clicking your University of Bristol account.
Important: if you ever receive a prompt from the Microsoft Authenticator app that does not match your attempts to log in to or use a University service you must click “no, it’s not me” to block the attempt.
Unexpected requests or prompts when you are not using a University service could be a sign that another person is trying to access your account. If this happens, please change your University password immediately and contact IT Services.
If you have set up a different way to use MFA, such as an alternative authenticator app, a YubiKey security key, or a text message, you will be required to authenticate in a different way. For example, you may be prompted to type in a code sent to your phone.
Simply follow the instructions on your computer to sign in.
If you struggle to log in to a service using your MFA method, please:
You will occasionally be asked to sign in using MFA when you use some University services. It is likely you will see an MFA request approximately once every seven days if you always use the same device (laptop, phone or tablet) in the same location.
You will probably see MFA requests more often if you log in using a new WiFi network or a different device, or if you log in from a place you haven’t previously signed in (such as from a café you have not worked at before).
If you are anywhere on campus and connected to eduroam, you will occasionally see a prompt to sign in using MFA.
It’s unlikely that you will be prompted again if you move to another campus location, for example from on-campus student accommodation to a lecture hall.
If you are away from campus and not connected to eduroam, you will likely be prompted to sign in using MFA every time you move location.
This means that you may be asked to sign in using MFA if you move from campus to a friend’s flat off campus or from a public café to a friend’s flat off campus, for example.
How often you are prompted to sign in using MFA depends on how often you change your device or location. If you use the same device and browser each day in the same location, you will be prompted occasionally.
Please ensure you have the phone or device you use to authenticate available to you whenever you may wish to log in to University services.
If you are on campus using a University-owned device, you will occasionally see a prompt to sign in using MFA when you try to log in to some services.
If you are away from campus or if you are not using a University-owned device, you may be prompted to sign in using MFA more frequently.
You may temporarily lose access to some University services if you:
To reduce the risk of this happening, we recommend that you add a second authentication method, preferably one you can access using a different device.
If you have more than one device (for example a smartphone and a tablet or laptop), we recommend you also install the Microsoft Authenticator app on your second device. Log into the Microsoft Security Information page on your main device, click "Add sign-in method" and follow the steps on-screen to set up the second device.
If you do not have a second device, we recommend that you still add a second authentication method. Log into the Microsoft Security Information page, click "Add sign-in method" and follow the steps on-screen.
If you travel and will need to access University services, please use an authenticator app as your default sign-in method. Log into the Microsoft Security Information page, and make sure the "Default sign-in method" is the authenticator app.
If you do not have data when you are travelling, you can obtain a one-time code in the app. Simply open the app and click “University of Bristol” to see the one-time code.
If you are unable to use your phone or the device you use for MFA and you do not have a back-up method to use MFA, please contact IT Services.
In some situations, IT Services will be able to issue you with a temporary access password.
If you have a new phone (or another device) or want to change the device you use to authenticate, you will need to update your authentication method to avoid losing access to University services.
Please follow the steps below.
Your telephone numbers are logged on your personal authentication page and are not accessible by anyone except you. All your details are secure.
Microsoft has answers to common questions about the Microsoft Authenticator app.
If you require further support, please contact IT Services by phoning 0117 428 2100 (available 24 hours), or raising a ticket using the IT self-service site (requires log-in). More technical queries, such as a reset to MFA, can be resolved from 8 am until 5 pm, Monday to Friday (apart from on University closure days). Outside of these hours, please raise a ticket using the IT self-service site.
