FAQs about Multi Factor Authentication
Frequently asked questions about setting up your Multi Factor Authentication (MFA).
Can I register for MFA when I from outside of the UK?
If you want to enrol from outside of the UK you need to log in and change your password first. Instructions will have been sent to your personal email. After you have changed your password you can choose to set up security. We suggest you choose the Authenticator app method. Follow the instructions in this video Logging in for the First Time .
You can choose to set this up after you have enrolled, if you prefer.
I want to change the MFA security method or update my details
I've changed my password and now need to find out how to enrol
If you have logged in for the first time and changed your password you now need to complete your enrolment. If you go to Track my Future and you see a window asking you to 'keep your account secure' or 'start by getting the app' then you can click 'next' and 'skip' and you will get redirected to the Track my Future landing page. Here you can start to enrol.
Should I delete the authenticator app?
Please do not delete the Authenticator app, unless you have already registered other methods of MFA. You will need it to login to your UEL account.
I have a new mobile phone, but kept the same number. Do I need to do anything?
If you have kept the same mobile number, then you can still receive texts and calls and you should be able to sign in first to the MFA service. As part of that log in process you can choose to sign in another way on one of the pop up screens.
We recommend you delete the record that shows your original Authenticator method as that will be linked to your old mobile phone. We recommend you then add the Authenticator app method again using the blue + sign and download the Authenticator app on your new mobile phone.
Where do I find the one time password?
This is a 6 digit number that is auto generated by the Authenticator app. Once you have downloaded the app you can open it, find the code and type it into the log in screen to allow you to use the UEL systems. Our video called Logging in for the First Time shows you how to do this.
You will only use a one time passcode if you have chosen this authentication method to be your default one. We do encourage you to use this method.
What happens if I reset or upgrade my phone's software?
We suggest you register a second method of security. You may also choose to register to receive a text message, a landline number or a tablet too.
What if I lose my phone or change my mobile number?
If you are able to, sign into MFA so you can update or change your phone number. Remember to save your new details.
If you can’t log in at all, you will need to contact our Service Desk team on 020 8223 2468 Monday – Friday between 08.30 and 17.00.
Can I register more than one device?
We do recommend you register more than one device. You can register the Authenticator app on multiple devices, such as a tablet or spare mobile phone. The tablet does not need a SIM or data connection. You can manually enter the code displayed on the app's screen when you log in.
What are the different MFA methods?
The different methods are: Authenticator app, text, landline and an extra device.
We recommend using the Authenticator App. You will choose one of these methods as your default, but we recommend you set up two methods to ensure your account is secure and can be recovered in more than one way.
How do I register with a QR code?
When you register using the Authenticator app, a QR code is displayed on the screen. You'll need to scan this using your mobile phone.
Watch our video Logging in for the First Time or follow the instructions above.
If you are only using your mobile phone, you'll need to copy and paste the url and code that shows underneath the QR code because you can't scan it if you are already using your mobile
How do I find the QR code?
You will find the QR code as you go through the process of setting up the security process. The QR code is automatically generated by Microsoft.
If you are logging in for the first time and plan to enrol then follow the above process higher up on this web page or watch our video.
If you want to amend or change what you have already set up, then you can log back in and amend your details.
Can UEL update my details for me?
We cannot see or change your security information as it is private to you.
If you are unable to use the MFA service at all, please contact our Service Desk team on 020 8223 2468 Monday - Friday between 08.30 and 17.00.