MFA Troubleshooting

Desktop applications such as Outlook and Teams, will normally only prompt you to approve new logins or if you make changes to your account such as a password change.

Web-based services, such as LSE Webmail and OneFinance, will prompt you more regularly.

Please note: one indication that your account may have been compromised is that you start receiving MFA notifications when you are not trying to log in.

If you start receiving MFA notifications and you don't think you've done anything to prompt them, click "Deny", change your password and contact the Tech Support team.

MFA will work with Office 2016 or later however, it works best with Office 365, so we recommend upgrading.  Every user at LSE can install it on up to five devices for free.To download it for your desktop please click here, for Apple mobile devices here and Android devices here.

First try resetting the MFA by going to your Microsoft Security Info account page and click on "Add method".

If you cannot access this page, contact the Tech Support team.

Contact the Tech Support team immediately.

Log out and when you log back in again you should receive a MFA notification.

After you've set up two or more MFA options, visit link.lse.ac.uk/mfasetup and click Change on Default sign-in method. 

If your Authenticator App is not set up to back up to your personal (non-LSE) Outlook/Microsoft account, you may need to manually migrate each of your accounts to your new device.

To migrate your LSE account to the Microsoft Authenticator App on a new device:

1. Login to https://mysignins.microsoft.com/security-info and remove the Microsoft Authenticator App as your primary method.

2. Temporarily use a secondary MFA method (ex. text message, non-LSE email).

3. Install the Microsoft Authenticator App on your new device

4. Return to https://mysignins.microsoft.com/security-info and set up the Authenticator App as your primary MFA method again by following these steps: https://info.lse.ac.uk/staff/divisions/dts/help/guides-faqs/mfa/The-Microsoft-Authenticator-App-Set-Up-and-Use

For any other non-LSE accounts, you may need to repeat the steps above. Please refer to the guidance provided by the Authenticator App/account provider.

Please download the Microsoft Outlook app from the App Store as this will resolve any authentication issues with Apple Mail.

If it is necessary to use Apple Mail then update your device to the latest iOS in Settings – Software Update. You will need to fully remove your LSE account from your device and then re-add it. Apple mail/iOS will be able to generate MFA prompts until you first remove the account and then re-add it after you have finished the MFA set up process.

If your device is older, and unable to update to newer versions of software which is incompatible with MFA, you should be aware that this can cause serious threats to your personal data and online identity, to resolve this please contact DTS Tech Support on tech.support@lse.ac.uk

If you've set up MFA on your office phone, click "sign in another way" and choose to receive a phone call, where you will be asked to press a specific key.

Follow the steps under Setting up MFA with Text Messaging or Phone Calls.

Click Add method on the Microsoft Security Info page.  

Select Phone from the drop-down list and enter your office desk phone number.

Tick the Call Me option and select Next.

You will now receive a phone call with an automated voice asking you to press a key to complete the set up. (Soft phone users may be unable to complete this step as they need access to a physical desk phone to answer the automated phone call. Please contact tech.support@lse.ac.uk or ring ext. 5000).

If you uninstalled the app and it was the only MFA option you had set up you will need to reset your MFA settings.

Go to your Microsoft Security Info account page and click on ‘Add method.’

If not successful, please contact Tech Support.

You can add more than one MFA account to the Microsoft Authenticator App.

Open the app, which you have already downloaded and installed on your phone and tap the settingsoption in the upper right-hand corner (it looks like three dots).

Then tap "+ Add account".

Select the "Work or school account" option and you will then be able to scan a new QR code.

This won't erase your MFA for LSE Outlook.

Please go to the support page for EAs here on accessing data here.How to migrate Microsoft Authenticator App to a new device