Multi-Factor Authentication and Self-Service Password Reset - Frequently Asked Questions

MFA is a measure to protect against unauthorised access to your BU account. In addition to authenticating using your university login and password, MFA will require you to confirm your identity by either:

• use of an Authenticator app installed on a smartphone
• receiving a confirmation code via SMS text message
• receiving a confirmation call to your phone

You’ll be asked to set up at least one of these methods above at registration, and have access to that method (e.g. have your smartphone on you) when prompted to authenticate periodically in the future, or when using a new device (e.g. a lecture theatre PC).

You may already use this type of functionality for your accounts with online retailers and finance services.

You can add or change the multi-factor authentication methods you have registered at any time by using the following link:

https://mysignins.microsoft.com/security-info

You will be able to reset your password online even if you have forgotten it following completion of registration by visiting www.office.com or using this link: https://passwordreset.microsoftonline.com/

For secutirty reasons your password must:

- Be a minimum of 12 characters long (with no spaces)
- Be different to your last 12 passwords
- Include a combination of at least 3 of the 4 character types below:

• Lower case letter
• Upper case letter
• A single digit number (0-9)
• A special character (e.g. ! @ # $ % ^ & * () = - {} [] “ ; ? , /)

We also recommend your password doesn’t contain single words or a recognisable combination of words, letters or numbers or personal details such as your name/initials or date of birth.

Don’t know what password to choose?
Take a look at our information on managing your passwords.

Self Service Password Reset (SSPR) will allow you to reset your own password should you forget it in the future, without needing to contact the IT Service Desk. In order to use SSPR you must register a minimum of two of the following three methods:

• A non-BU e-mail address
• A phone that can receive either a call or text
• Security questions and answers

The phone can be the same as registered for MFA.

You'll be asked to register for MFA and SSPR when you visit www.office.com. Sign in with your student user ID number followed by ‘@bournemouth.ac.uk’ for example [email protected], enter your password and follow the on-screen instructions to complete your registration.

You will not be able to use the service you are trying to access until MFA registration is complete. The introduction of MFA is part of a set of security measures being put into place to protect BU data and systems from unauthorised attack and is mandatory.

They may be several reasons for this. First try signing out of www.office.com, closing the browser, reopening it, and signing back in to www.office.com.

If this doesn’t work and you are still not prompted go to https://mysignins.microsoft.com/security-info. On this page you can see the methods that you have already registered and add additional methods. If you have existing methods registered please ensure they are correct.

The email address cannot be a BU email address, as SSPR requires a non-BU (not ending bournemouth.ac.uk) email address.

SSPR registration requires a minimum two of three methods: phone, personal email, or security question and answers. Please use the alternative methods if you don’t have a suitable email address.

UK and international mobile numbers are accepted by the system when registering. 

You can use a landline, although this may provide a poorer experience as you may receive voice texts containing confirmation codes to your answerphone service, and you may not always be near to your landline when prompted for MFA or when you wish to use SSPR to reset your password.

MFA registration requires a phone number. We are currently assessing options for users that do not have access to a phone that could be used to install the free Authenticator app, receive a free text message or automated call. Please contact the IT Service Desk if you do not have access to a phone you could use. 

When you access a BU system that has MFA enabled, you will need to authenticate using your username, password and your chosen method (call, text or Authenticator app). You'll be asked to authenticate periodically or when accessing systems via a new device, such as a PC on campus. 

Make sure you have access to your chosen method (e.g. have your smartphone on you) when you need to sign in to BU systems. 

To avoid that device or email being used by another person to gain access to your BU account, and to ensure that you can continue to access BU services, as soon as possible, use the following link to change your details and use the ‘sign out everywhere’ option to prevent access to the lost device.

https://mysignins.microsoft.com/security-info

BU has carefully assessed the risks and benefits of introducing these processes. We consider that this is necessary to use MFA and SSPR to ensure appropriate security of BU systems. This safeguards the interests of BU and all its system users, as a cyber security incident could result in loss of personal information of BU students and staff, lock users out of BU systems and disable key operations. 

The authentication process must, by definition, use information which is personal to you or personally accessible only to you.

The details you provide will always be kept securely and only used for authentication.  They can only be accessed by you as an individual or by BU privileged administrators who will only do so if they need to support you in resolving an issue relating to these services (except that any answers you provide for security questions will not be available to the administrators, only to you). Further privacy information is available here.

A common cause for accounts locking out is when a password has been modified but has not been updated on all devices e.g. you still have an old password on your smartphone /iPad or network drive.

If you are having trouble with your account locking out before you phone the IT Service Desk have a look at our troubleshooting guide.  This will take you through exactly what you need to do to fix it.

If you continue to have an issue then please do contact the IT Service Desk on 01202 965515 or freephone 0808 196 2332.