Introduction:
This article has been created for our managed customers as a supporting resource for our CSIA email campaign. It answers common questions about Microsoft Authenticator app.
What is MFA?
Passwords can be compromised, so MFA provides an additional layer of security to help confirm that it is genuinely you trying to access your account, rather than someone else. After signing in with your email address and password, you will be asked to verify your identity using a second method. This is usually completed through an authentication app on your smartphone or tablet.
I currently use SMS or a phone call for MFA. Do I need to use the MFA app?
If you currently use phone verification or SMS codes, you will need to move to the Microsoft Authenticator app. Microsoft has announced that voice and SMS authentication methods will be retired in February 2027. If this is not set up in advance, you may be required to change your MFA method after 1 February 2027.
I have concerns about using my personal phone for the app.
It is safe to install the Microsoft Authenticator app on a personal phone. The app does not store organisational data and does not send personal information back to Microsoft or your organisation. Its purpose is simply to confirm your identity when you sign in. You can also use the same app for personal accounts, and you may already have it installed.
I do not want to use my personal device for MFA.
If you do not want to use your personal device, you may wish to speak with your manager or company owner about an alternative arrangement. For example, some organisations use a shared office tablet or phone for authentication purposes. However, you should be aware that you will need access to that device whenever you are prompted to sign in, which may cause difficulties if you work remotely or from home.
How often will I be asked to use the app?
If you use a company device and remain signed in to your account, you may only be prompted to use the app occasionally, such as every several months. Please note that staying signed in to your account is different from signing in to Windows.
If you use a personal computer, such as when working from home, you may be asked to verify your identity with the app each time you sign in to your account.
We use a shared email account. Can more than one person register MFA?
Yes. A shared account can be registered for MFA on multiple devices. You can also register multiple accounts within the same Microsoft Authenticator app. For example, you could have your own account and the shared email account registered in your app, while a colleague could have their own account and the same shared email account registered in their app.
What if I lose or change my phone?
If you lose or replace your phone, please contact the person in your organisation who normally handles IT issues. They will raise a support ticket with us so we can reset your MFA method. Once this has been completed, you will be prompted to register a new device the next time you sign in.
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