The troubleshooting guides below may help resolve common issues.

If the guides below do not resolve your issue, please contact your institution's IT support team. Loughborough University IT Services may be unable to support accounts managed by external organisations.

 

  • Check your Junk/Spam folder.
  • Ensure you entered the same email address that the invitation was sent to.
  • Ensure the Microsoft Authenticator app is installed and you have selected Work or School Account.
  • Try enlarging the QR code on your screen.
  • If available, select the option to enter the setup code manually.

Microsoft periodically updates the registration experience. Even if the screens look slightly different, the process remains the same: verify your email address, register Microsoft Authenticator, scan the QR code, and complete the verification challenge.

If you no longer have access to the device previously used for Microsoft Authenticator, please contact IT.Services@lboro.ac.uk from the email address used to access the files.
 
We will need to remove your account from our Microsoft 365 tenancy before you can register Microsoft Authenticator on a new device and complete the setup process again. Once this has been done, you can repeat the sign-in and MFA registration steps from the beginning.