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titleWhat if I get challenged for a second authentication factor and my second factor is not with me? (e.g. forgot smartphone / hardware token at home)

We recommend you have a backup device associated with your account to help prevent this issue. If you have lost the only MFA device associated with your account, contact the RRU Help Desk for assistance. The IT Support Centre can only assist you during business hours. Therefore, if you haven't set up a backup method you will have to wait until the RRU Help Desk is open. 

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titleI already have a work account setup for MFA. I cannot set up a second account.

Please make sure when you log into http://myprofile.microsoft.com/ that the info on the screen is your RRU account, not your work account. If it is any other account info showing, then when you try add the MFA, it will try to add the MFA for the account showing.

If the account showing is not your RRU account, open an Inprivate (Firefox) or Incognito (Chrome) tab and log into http://myprofile.microsoft.com/ again with your RRU credentials.

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titleWhat if I receive a prompt for authentication that I did not initiate?

If you are not attempting to log into an RRU resource when you receive the prompt to authenticate. Deny or ignore the request. This means the MFA is working and that some else is trying to access your account.

In some cases the perpetrator might “bomb” you with repeated requests to “authenticate” hoping that out of frustration, or by accident, you might approve the request. If this happens please put your phone aside, or on silent, and ignore the requests. Please notify the Contact the RRU Help Desk so we can track these instances.

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