Have you prepared for your phone being lost or damaged as described in the instructions?

Is multi-factor authentication preventing you from signing in? The instructions How do I enable Microsoft multi-factor authentication (MFA)? explain how you should prepare for this situation. They advise you to first set up the Microsoft Authenticator app or a passkey, and then add alternative authentication methods. This will help you prepare for a situation in which your primary device is lost or damaged.

Have you considered what you would do if your phone were damaged or stolen? Create a plan that allows you to sign in to services even when your primary phone is unavailable. At least the following options are available:

• Set up the Microsoft Authenticator app or another trusted authenticator app, such as Google Authenticator, on another smart device that you own and control, for example a personal phone, a spare phone or a tablet. Register the app as an alternative authentication method.
• Set up a passkey on more than one device.

This is important. If you have not done either of the above, you may find yourself in a very inconvenient situation if your phone is damaged or lost. Please note that all devices you use for authentication must be under your sole personal control. You must not register authentication methods on devices used by anyone else, including members of your family or other people close to you.

Set up alternative authentication methods by following these instructions: How do I enable Microsoft multi-factor authentication (MFA)?

What if I do not have another phone?

To use multi-factor authentication, you need a smart device or a physical security key. Choose one of the following alternatives:

• Buy an inexpensive second-hand smartphone to use as a spare phone. It does not necessarily need a mobile subscription. A suitable phone can be purchased inexpensively, as even the condition of its battery is not especially important, provided that the authenticator app works while the phone is connected to a charger and a wireless network. Make sure that the phone continues to receive software and security updates even if you do not use it regularly. Install a trusted authenticator app, such as Microsoft Authenticator or Google Authenticator, and register it as an alternative authentication method.
• Use a tablet. If you have a tablet, you can install an authenticator app on it and register it as an alternative authentication method.
• Use a physical security key, such as a YubiKey. A security key is one of the most secure ways to perform multi-factor authentication. It is a small device that connects to a USB port or supports NFC, and it does not require a battery or network connection. Connect the key to your computer, or hold an NFC key near the device, and confirm the sign-in by touching the key and, when prompted, entering the security key’s PIN or using its biometric sensor.

Multi-factor authentication is preventing me from signing in. What should I do?

If you have prepared in advance by following the instructions above, proceed as follows:

1. When the service asks you to authenticate, first use the Microsoft Authenticator app installed on your phone or your passkey. This allows you to sign in using your primary authentication method.
2. If your primary phone has been damaged or lost, select Sign in another way on the sign-in screen.
3. If you have prepared for this situation as described above, you will have alternative authentication methods available. Select the method that is most readily available to you, such as an authenticator app installed on another device.
4. The service will guide you through the remaining steps until your identity has been verified and you have signed in.

What should I do if my primary phone is unavailable and I have not prepared for the situation?

If you have not registered any alternative authentication methods, such as an authenticator app or a passkey on another device, you will normally be unable to sign in to new sessions until your primary phone becomes available again. However, you can try the following:

• Go to a Metropolia campus and try signing in there. You will then be connected to Metropolia’s internal network, which may affect whether the sign-in succeeds in some situations.
• Try signing in on a device that you have previously used without being prompted for multi-factor authentication, such as a previously recognised work computer.
• If necessary, contact the Helpdesk using the contact details below. Resolving the sign-in problem may take some time, which is why preparing for this situation in advance is important.

If any of the above steps allows you to sign in, immediately register multiple authentication methods by following the instructions. This will help you avoid the same situation in the future.

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