a. What is Multi-Factor Authentication (MFA)?

MFA is a security system that requires more than one method of authentication to verify your identity. This is also known as 2-factor authentication when only 2 layers of security are setup. This typically includes your password and a mobile device or security token.

b. Why do we need MFA?

MFA adds an extra layer of security to protect your accounts from unauthorised access, even if your password is compromised.

c. How often will I need to use MFA?

If you are on campus, using a Toi Ohomai device, you will not be required to use MFA. 

If you are using your own device or a Toi Ohomai Chromebook, you will be asked to authenticate using MFA at the time of login.

d. How do I set up MFA?

Access the following links for help you with setting up MFA.

Access the MFA URL: https://mysignins.microsoft.com/security-info 
Set up MFA: Here's a step-by-step guide on how to set up MFA

For best experience, we suggest that you use your phone to set up the authenticator app and use a desktop/laptop to access / sign into Toi Ohomai applications, when setting up MFA.
 

e. How to contact our Student Support team?

Contact the Information Centre ([email protected]) or Library ([email protected]) or call us on 0800 86 46 46.

f. What if I don't have a smartphone?

You can use an authentication token. Contact your Student Support Team (details are in one of the FAQs) to login a request.

g. What is an authentication token?

It’s a small physical device that will provide you with a random number that you will need to enter every time that you login into Toi Ohomai.

Authentication token

h. I’m using a token to log in, do I need to set MFA?

Tokens are set-up and activated against a student account by IT at Toi Ohomai and then handed/delivered to the student ready-to-go. 

Note that as soon as a token is activated, that account then has an MFA method. You won't be able to access MFA-protected resources until you have the token in-hand. 

Contact Student Support Team (details are in one of the FAQs) immediately.

i. What should I do if I lose my phone or hardware token?

Contact Student Support Team (details are in one of the FAQs) immediately. They will help you disable the lost device and set up MFA on a new device. There might be a charge for token replacements. 

j. What if I have MFA setup previously and I know is working, but now when I try to log in, I don't receive an MFA code?
  • Check your internet connection if using an app
  • Ensure your phone has network coverage
  • Verify that your phone number or email is correctly registered in the system
  • Contact Student Support Team (details are in one of the FAQs) if the issue persists
k. What if I accidentally delete my Microsoft authentication app?

Reinstall the app using the guide and contact Student Support Team (details are in one of the FAQs) to reconfigure your MFA settings by requesting to reset your MFA. 
 

l. Can I opt out of MFA?

No, MFA is mandatory for all students to ensure the security of our systems and your personal information.

m. What should I do if I encounter issues setting up MFA?

Refer to the setup guide or contact Student Support Team (details are in one of the FAQs) for assistance and provide them a screenshot of the issues that you are facing.

n. How do I update my MFA settings?

Log in to your student portal, go to security settings, and follow the prompts to update your MFA method or device.

o. Does my MFA expire?

No, it does not expire.

p. I’m outside of NZ, how do I setup MFA?
  • If you are an offshore student, and you are not able to setup MFA, you need to contact our Student Support team
  • If you are on holiday overseas but study in NZ, you need to be in NZ to setup MFA the first time, then you can go on holidays and log in to Toi Ohomai using MFA
     
q. I lost my phone how do I reconfigure Microsoft Authenticator for MFA?

Reinstall the app and contact Student Support Team (details are in one of the FAQs), to reconfigure your MFA settings by requesting a reset of your MFA phone. This may take extra time if you are not on campus, since we need to verify that the request is coming from you.

r. I changed my phone number, how to setup my new number for text MFA?

Delete the authenticator app from your old phone, download the app to your new phone and contact Student Support Team (details are in one of the FAQs) to arrange a reset / update of your contact information.

s. I received following message: Your sign in was successful but does not meet the criteria to access this resource.

Read the MFA set up guide, if the error persists, you might be signing in from a location that is restricted. In this case you need to contact Student Support Team (details are in one of the FAQs) indicating where you are trying to login from and send us a screenshot of the error, to troubleshoot the issue for you. 

Once verified that the request came from you, we will take steps to help you login.

t. I received an error message: Your account is blocked. We’ve detected suspicious activity on your account.

Contact Student Support Team (details are in one of the FAQs) and send us a screenshot to troubleshoot the issue. Student Support Team may need to reset your password. 

If you are outside campus this may take longer since we need to validate that this request comes from you.

u. If I change my Toi Ohomai student password, do I need to change or update the MFA too?

No.

v. Every time I close my browser and re-open it to access Moodle or the Hub I am asked to MFA, why is that?

MFA works off tokens issued by Microsoft to say that you are trusted. These tokens are trusted for approximately 24 hours for the session that you connect to (i.e. the browser). 

If you close your browser down during the day and then re-open it to access Moodle etc., you will have to re authenticate and provide a new MFA token. This is because Microsoft issues the token for that session and when you close your browser it no longer trusts you. This is by design, and the easiest way to resolve this would be to simply close your device with the browser still open and re-open it where you left off. 

Note this is only when accessing services on your own device and not a Toi Ohomai device as it won't prompt you on a Toi Ohomai device due to these devices being managed and trusted by Toi Ohomai and Microsoft. 

w. What if I have an apple Mac, does Microsoft Authenticator work?

Yes, on your Apple iOS device, go to the App Store to download and install Microsoft Authenticator app, then follow the steps from the guide.