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Reset your Multi-Factor Authentication (MFA) methods

How to reset your MFA if you’re unable to use your primary or secondary authentication methods.

To reset your MFA methods, we’ll need to verify your identity. You can do this by completing a self-service reset. This is our recommended option and is a quick way to regain access to your account. You will need:

  • a smartphone or tablet device with a working camera
  • official documentation such as driving licence, passport, biometric resident permit, or visa. A photograph of this documentation is acceptable

If there is a disparity between the details on your official documentation and the details we hold for you, then your verification attempt may be unsuccessful - you may wish to visit us for in-person IT support instead.

The self-service reset process is a safe and secure way to verify your identity when you need to reset your MFA methods. It is an automated, self-service system, available 24/7.

The secure system allows you to authenticate your identity using official identity documents, performing real-time checks of the submitted documents.

Sign in to the password self service page to begin the verification process. The steps will take you through the process and guide you to the TrustID verification site, which contains step-by-step instructions to help you submit your documents for verification.

In most cases, the status of your application should be confirmed within five minutes of submitting the request. However, please note that this process can take up to two hours if further checks are required.

If your request is successful, you will receive further information on what you need to do next.

If we are unable to verify your identity a notification will be sent to IT Support, and a member of the team will be in touch within one working day to assist you.

If self-service reset doesn't work for you

The options below are intended for situations where self-service reset isn't suitable — for example, where your identity documents do not match the details held by the University (such as a date of birth mismatch), or where self-service reset doesn’t meet your accessibility needs.

  • visit us in person: This is the fastest route if self-service hasn't worked for you. We are in the Centre for Student Life (room 2.24)
    • you will need to bring your student or staff ID with you
    • we are open Monday to Friday, 09:00 to 17:00. Opening times may be subject to change
  • book a remote support session: If you are unable to visit us in person and require support from a member of the team — for example, after trying self-service or where it does not meet your accessibility needs — you can request assistance. Please note that availability is limited

Keeping your MFA settings up to date

Avoid needing to go through the reset process by making sure you have set up at least two authentication methods. Check your MFA settings regularly, and remember to follow our guidance if you change your device.