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The largest number of phone calls the CWU Service Desk gets is because our users have gotten a new cell phone. Did you know that getting a new phone will break your connection to the Microsoft Authenticator App?! It does! Every time!
So the way to keep from getting locked out is easy!
BEFORE you give up your old phone follow these instructions.
1. With your cell phone and a computer or a tablet open a web browser and navigate to: aka.ms/mysecurityinfo
2. You will be asked to sign in - Please do this with your CWU username and password. Do not use your CWU email address (example - Willie.Wildcat@cwu.edu)
3. There will be a pop up asking if you want to stay signed in. No is the best answer, but Yes is fine as long as you are on a personal device that no one else is allowed to use.
4. This sign-in will take you to the Security Page of the Microsoft.com site. In the area below the title "Security info" you will see a list of all of the methods that you have set up to help you complete the multi-factor authentication process.
5. Select the "add sign in method" next to the plus symbol.
6. Select "Phone". Pick up the phone call and click the pound key # on the numberpad.
The Service Desk suggests the you have at minimum Both the Authenticator Application on your smart phone as well as your personal cell phone number.
Having both will keep you from getting locked out of your account if you ever get a new phone or factory reset your current phone.
What to do when you've received your new phone
1. If you have both your old phone and your new phone log into aka.ms/mysecurity info
2. Under Sign in Methods click "delete" your OLD phones authentication app
3. Click the "Add sign-in method"
4. Click "Authenticator app"
5. follow the set up instructions on your NEW phones authentication app
Don't have your old phone?
1. Log into aka.ms/mysecurity info
2. when it shows the two digit code click the button "I cant use my Microsoft Authenticator app right now"
3. Click on your phone number and accept the call, then click the # key on the keypad of your phone.
4. follow steps 2-5 in the above section for adding in the app on your new phone
Don't have a backup method?
If you only have one method in place, and it is your old phones authentication app, you will need to have one of the service desk technicians reset your MFA for you. If you are located on campus, please visit the service desk in the lobby of Samuelson Hall with your new cell phone.
If you are not able to come in, the reconnection process over the phone may take up to 30 minutes and you will need both your phone and a computer and a quiet location. We will have to verify your identity so if you have your CWU Connection Card, please have this ready. If not, we will ask additional security questions and potentially need to connect via a Zoom Call for identification. We are available by phone Monday through Friday from 7am to 5pm. 509-963-2001.