Top five MFA queries
Find the answer to the most common MFA questions, from getting set up to adding a new device to your account.
1. New MFA set up - Only seeing passcode
I am a new student and I have tried to set up MFA on my phone but now it keeps asking for a bypass code passcode. What should I do?
Make sure you are signing in on a different device (eg laptop computer) and not the phone you are using for MFA.
- Login to MUSE on the different device (not your phone)
- When prompted for a bypass code choose Other options
- Choose Manage Devices
- Choose either Text Message passcode or Phone call
- Answer the phone call or use the code in the text message as prompted.
- You may see a generic smartphone listed, ignore this and choose Add a device
- Choose Duo Mobile
- When prompted, enter your phone number
- Follow the instructions to scan the QR code to complete the setup.
If you had a generic smartphone listed, this will now be updated.
2. Course change - MFA setup
I had MFA Duo set up on my previous university account, but I can’t set up my phone on my new account because it says ‘number cannot be added’. How do I fix this?
You should contact the Service Desk on +44 114 222 1111 and have the following information ready:
- Previous account
- Previous username
- Phone number registered
- Full name
- Previous department
- Previous registration number
- Date of Birth (DoB)
- New account
- New username
- New department
- New registration number
Once you have contacted the Service Desk, you will receive an activation text with information on what to do next.
3. New mobile phone with same number - Add to MFA
I have a new mobile phone and kept the same number, but MFA is not working on it. How do I fix this?
- Click Device Management Portal, this will take you back to the Muse login web page.
- Enter your university username and password, click the Log in button.
- At the Duo Device Management web page select the Call Me option
- When you receive a call to your mobile device, press 1 on your mobile device keypad
- The Duo Device Management page will show your current duo devices.
- Click Device Options next to your mobile device
- Click the Reactivate Duo Mobile button and continue to follow the instructions on your screen.
4. MFA Duo App - Device incompatible
My device is not compatible to install the MFA Duo app. What should I do?
If you do not have a smartphone or your smartphone is too old (running iOS 16 or below, or Android 11 or below) then please contact the IT Service Desk on +44 114 222 1111 to discuss your options.
5. What is MFA and how do I enrol?
Multi-factor authentication (MFA) adds an extra layer of security when you log in to your University IT account. It's sometimes called two-factor authentication (2FA).
With MFA, you provide at least two pieces of evidence at login to verify your identity:
- Something you know: a password, pin or passphrase.
- Something you have: a physical device you have with you when logging in, for example, a mobile device or hardware token.
For information about MFA & Duo, please visit our main Multi-factor authentication (MFA) webpage.
For a quick set-up guide, take a look at the Getting Started with Duo Security video
Help and support
For further help and support, call the IT Service Desk on +44 114 222 1111 or visit our frequently asked questions page for more information and answers to MFA questions and queries.