Microsoft Authenticator Assistance
If you need assistance with Microsoft Authenticator or multi-factor authentication, please submit a Technology Services support ticket.
Create a ticket: CLICK HERE
Access your Authentication Methods: CLICK HERE
Never send your password, verification code or QR enrollment code in a support ticket. Technology Services personnel will not ask you to approve an unexpected authentication request.
How do I set up Microsoft Authenticator with my Polk State account?
- Download Microsoft Authenticator from the Apple App Store or Google Play Store.
Apple Store
Google Play Store
- On a computer, visit Microsoft Security Info.
- Sign in with your Polk State email address and password.
- Select Add sign-in method.
- Select Microsoft Authenticator, and then select Add.
- Follow the instructions until a QR code appears on the computer.
- Open Microsoft Authenticator on your phone or tablet.
- Select the plus sign or Add account.
- Select Work or school account.
- Select Scan a QR code and scan the code displayed on the computer.
- Complete the test authentication request to confirm that registration worked.
Do not scan the QR code with the phone’s regular camera application. Use the scanner inside Microsoft Authenticator. Do not photograph, save or share the QR code.
New employees will be prompted to register an authentication method when their Polk State account becomes eligible for Microsoft Authenticator. Anyone unable to complete registration should submit a Technology Services support ticket.
Additional instructions are available in Microsoft’s Authenticator setup guide.
FAQs
What is Microsoft Authenticator?
Microsoft Authenticator is a free mobile application that helps protect your Polk State account through multifactor authentication, or MFA.
The application can:
- Send notifications for you to approve or deny.
- Use number matching to verify a sign-in.
- Generate temporary verification codes.
- Support passwordless sign-in when enabled by Polk State.
Microsoft Authenticator is available from the Apple App Store and Google Play Store.
How do Microsoft Authenticator notifications and number matching work?
When you sign in to a protected Polk State application, you will enter your username and password as usual. A number may then appear on the sign-in screen.
Microsoft Authenticator will send a request to your registered phone or tablet. Open the request, enter or select the number displayed on the sign-in screen, and approve the request. Your device may also ask for its PIN, fingerprint or facial recognition.
Only approve a request that you initiated. If you receive an unexpected request, select Deny, change your Polk State password and report the incident to Technology Services.
Do I need to use Microsoft Authenticator every time I sign in?
Not necessarily. The frequency of MFA requests depends on Polk State security policy, the application, the device, the network and the assessed risk of the sign-in.
You may be asked to authenticate again when:
- Using a new computer, browser or mobile device.
- Signing in from a different location or network.
- Using a private or incognito browser window.
- Clearing browser cookies.
- Accessing sensitive information.
- A sign-in is considered unusual or higher risk.
- The previously approved session expires.
Do not select an option to remain signed in on a public or shared computer.
What happens if I forget my phone?
On the sign-in screen, select Sign in another way or I can’t use my Microsoft Authenticator app right now if one of those options appears. You can then use another authentication method previously registered and permitted by Polk State.
Employees are encouraged to register an approved backup authentication method before it is needed. Available methods depend on College policy.
If no alternative method is available, submit a Technology Services support ticket. Technology Services will verify your identity before resetting or updating your authentication methods.
What authentication options are available?
Microsoft Authenticator is the preferred authentication method for users with a compatible smartphone or tablet. It supports secure approval notifications, number matching and temporary verification codes.
Other methods may be available depending on Polk State policy and the user’s circumstances, such as:
- A hardware security key.
- A temporary access credential issued by Technology Services.
- Text message or telephone verification, if enabled.
- Another approved authentication device or method.
Users who do not have a compatible smartphone or tablet should contact Technology Services before the enrollment deadline to discuss an approved alternative.
Will Polk State have access to personal information on my phone?
Installing Microsoft Authenticator by itself does not give Polk State access to personal photographs, text messages, contacts, documents, email or browsing activity.
The application uses limited account and device information necessary to register the device and perform authentication. If Polk State separately requires mobile-device management or another security application, that process will present its own notices and permissions.
Fingerprint, facial-recognition and device-PIN information remains protected by the phone’s operating system. Polk State does not receive a copy of your biometric information.
What should I do if an Authenticator notification does not appear?
Try the following:
- Open Microsoft Authenticator manually and check for a pending request.
- Confirm that the phone or tablet has an internet connection.
- Confirm that notifications are enabled for Microsoft Authenticator.
- Make sure the phone’s date and time are set automatically.
- Restart Microsoft Authenticator or restart the device.
- On the sign-in page, select Sign in another way if another registered method is available.
Authenticator can also generate a temporary verification code without cellular service or Wi-Fi. If the sign-in page permits code entry, open Authenticator, select your Polk State account and enter the displayed code.
If the problem continues, submit a Technology Services support ticket.
What should I do if I receive an authentication request I did not initiate?
Select Deny. Do not approve the request, enter the displayed number or provide a verification code to anyone.
Then:
- Change your Polk State password immediately.
- Report the unexpected request to Technology Services.
- Review your recent sign-in activity if directed by Technology Services.
Repeated unexpected requests can indicate that another person knows your password.
What should I do before replacing my phone?
While you still have access to the old phone:
- Visit Microsoft Security Info.
- Register Microsoft Authenticator on the new phone.
- Test the new registration.
- Remove the old Authenticator registration.
- Erase the old phone before selling, recycling or transferring it.
Work or school accounts may require re-registration even when Authenticator cloud backup is enabled.
What if my phone is lost, stolen or damaged?
Contact Technology Services immediately. Technology Services can remove the missing device’s authentication registration and help you register a replacement.
If another approved authentication method is already registered, select Sign in another way during sign-in. Do not remove the missing device from your account until you are certain you can authenticate through another approved method or have contacted Technology Services.
Can I use Microsoft Authenticator for other accounts?
Yes. Microsoft Authenticator can store multiple work, school, Microsoft and other compatible accounts. Adding a Polk State account will not remove accounts already configured in the application.
Can Microsoft Authenticator and Duo Mobile remain installed together?
Yes. Both applications can remain installed during the transition. Continue using Duo Mobile for services that still display the Duo prompt.
Do not delete Duo Mobile until Polk State announces that the migration is complete and confirms that Duo is no longer required. Other organizations or personal accounts may still use Duo Mobile.
Will Microsoft Authenticator work while I am traveling?
Yes. Approval notifications work over Wi-Fi or cellular data. Authenticator can also generate temporary verification codes without an internet connection.
Before traveling:
- Confirm that Microsoft Authenticator works.
- Ensure that the device’s date and time are set automatically.
- Register an approved backup method if permitted.
- Do not remove or reset Authenticator while traveling.
Where can I manage my authentication methods?
Visit Microsoft Security Info to view, add, update or remove registered authentication methods.
Do not remove your only working authentication method. Register and test its replacement first.