MFA Reset

Help

Multi-Factor Authentication

Got a new phone and MFA is not working?

Use this page to update Microsoft Authenticator for your Kettering College student account when you change phones, change numbers, or lose access to your old device.

When To Use This Page

This guide is for students who already completed MFA setup and now need to move Microsoft Authenticator to a different phone.

  • You got a new phone and Microsoft Authenticator no longer approves sign-ins.
  • You changed phones but kept the same phone number.
  • You changed both your phone and your phone number.
  • You no longer have access to your old phone.
Important: If this is your first time setting up MFA, use the student MFA setup guide instead.

Student Sign-In

Sign in with your Kettering Health student account.

kcs4000000@ketteringhealth.org

Use your Network Password when prompted.

Which Situation Applies To You?

Choose the option that matches what you have available right now.

Scenario 1

I have both my old and new phones with me

 

You can use your old phone to approve sign-in, then add your new phone as another MFA method.

Go To Scenario 1
Scenario 2

I have a new phone or number, but not my old phone

 

You cannot approve the MFA prompt yourself. IT must reset MFA before you can register the new phone.

Go To Scenario 2

Scenario 1: I Have Both My Old And New Phones With Me

If Microsoft Authenticator still works on your old phone, use it to sign in and add your new phone.

  1. On a computer, go to aka.ms/mfasetup.
  2. Sign in with your student account, such as kcs4000000@ketteringhealth.org.
  3. Enter your Network Password.
  4. Approve the MFA prompt on your old phone.
  5. On the security information page, select Add method.
  6. Choose Authenticator app.
  7. Install Microsoft Authenticator on your new phone if needed.
  8. Follow the on-screen instructions and scan the QR code with your new phone.
  9. Approve the test notification on your new phone.
  10. After the test succeeds, your new phone is ready for MFA.
Important: Do not erase, reset, trade in, or recycle your old phone until MFA works on your new phone.

Before You Start

  • Keep both phones nearby.
  • Use a computer for the setup page.
  • Make sure your new phone can install apps.

Scenario 2: I Have A New Phone Or Number But Not My Old Phone

If you no longer have access to the old phone, you will not be able to approve the MFA prompt. For security reasons, IT must reset MFA before you can set up the new device.

  1. Contact Kettering College Helpdesk.
  2. Explain that you have a new phone or new phone number.
  3. Tell them Microsoft Authenticator is not working.
  4. Ask for an MFA reset for your student account.
Next step: After IT resets MFA, complete MFA setup again on your new phone.

Contact IT Support

Email: helpdesk@kc.edu

The Helpdesk responds to emails during normal KC business hours, except on holidays and designated school breaks.

Add A Backup Authentication Method

A second sign-in method can help prevent lockouts when you replace your phone or lose access to Microsoft Authenticator.

  1. Go to aka.ms/mfasetup.
  2. Sign in with your student account.
  3. Approve the MFA prompt if asked.
  4. Select Add method.
  5. Choose one of the available backup options.
  6. Follow the on-screen steps to verify the new method.
Tip: Check your sign-in methods before you replace your phone. It is much easier to add a new device while the old one still works.

Best Practices for MFA Management

  • Add your new phone before removing your old phone.
  • Test MFA on the new phone before wiping the old phone.
  • Keep more than one sign-in method when available.
  • Update your MFA settings any time your phone number changes.
  • Contact IT as soon as you cannot approve MFA prompts.