Your assessors or other college staff can reset your college password - contact them via OneFile or Teams
The library can also offer first-line support if you can’t log in – they will refer cases to IT Services where they cannot resolve the issue (learningresources@derby-college.ac.uk or 01332 33848)
Derby College IT Services can also offer direct support to staff and students (itcalllogging@derby-college.ac.uk or 01332 387400 ext 555)
Things you might be able to troubleshoot yourself:
Problem
Try this:
When you added your account to the authenticator app, you didn’t choose the Work/School option during setup
Add the account again and choose the Work/School option
You added your personal e-mail account to the authenticator app instead of your college e-mail
Go back into app and add the college e-mail address instead
You already had the authenticator app installed on your phone before starting the MFA set up
Uninstall the app, then re-install and start the MFA set up process again
You had the authenticator app on your phone and successfully set up MFA, but then uninstalled it
Uninstall the app, then re-install and start the MFA set up process again
You have a Virtual Private Network (VPN) installed and active on your phone
Switch off/disconnect the VPN while setting up or using MFA (or uninstall the VPN)
These issues need intervention from IT Services (see contacts above):
Problem
The authenticator app keeps prompting you to enter a number that you can’t enter
You have a new phone (IT need to delete the old device)
You are receiving a notification telling you that you are blocked
You do not have a smart phone or it is outdated/no longer compatible
