MFA Help

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• What do I need to set up MFA?

  • To set up MFA with the Okta Verify app you will need a smartphone and access to the iOS App Store or Google Play. The Okta Verify app is free to download and use.
    For more information about the smartphone requirements head to the external Okta website.

• Can I set up MFA on two devices?

  Okta Verify (Push Notification) can be set up on multiple devices, we recommend only setting up Okta Verify on your primary device and removing the Okta Verify app from your old device when switching phones.

• Can I set up and use MFA with two accounts (eg. staff and student)?

  Yes, you can use the Okta Verify app on more than one account.

  However, there are some additional considerations when switching between accounts, and they differ between web and mobile apps. See the 'Options for accessing your accounts if you are both a staff and a student' section of the Setup page.

• Can I still set up MFA on my mobile off campus?

  Yes you can set up your MFA from anywhere - just make sure you have everything you need (see Set Up MFA for requirements). 

• Okta won't recognise my email address

  Okta requires your full UTS email address, which usually includes your first name and last name, and may include an additional initial or number, e.g.

  • jane.citizen@student.uts.edu.au
  • jane.g.citizen@student.uts.edu.au
  • jane.citizen-1@student.uts.edu.au

  Note that other forms of UTS IDs, such as your student ID number ("123456789") or ID email ("123456789@student.uts.edu.au") will not work.

  If you can't remember your email address, you can retrieve it from UTS: MyAccount, or speak to IT Support (details at end of page).

• Okta Verify app QR code won’t scan

  • Ensure you centre the frame on your mobile device over the QR code on your monitor.
  • If you have enlarged your browser screen, this may distort the QR code. Try resizing to standard setting and try again.
  • If this doesn’t work, click on ‘Can’t Scan’ underneath the QR code on monitor to have a link sent to you by SMS to set up Okta Verify app without QR code. 

• My 'new sign on' email notification location is different from my physical location?

  Okta uses your internet service provider's location for MFA, which may be different from your home or work location, particularly if you are behind a VPN. Okta Verify doesn't access any location data on your phone – location information is provided by your internet provider. If you did actually sign in and were expecting the confirmation, no further action is required.

• I use a shared computer

  If you are using a shared computer, for example in the UTS Library or computer lab, remember to Sign Out of your Okta app dashboard at the end of your session.

  • Go to login.uts.edu.au
  • Click on your profile name in the drop right of the dashboard and select 'Sign out' from the dropdown

• I have issues with MSA single sign-on

  If you're experiencing a Single Sign On - Authentication error or 404 Error when activating your account - you'll need to try and apply using a Private/Incognito window and be logged out of any other active Microsoft 365 sessions (e.g. Microsoft Outlook, university or work accounts etc.) that could be preventing you from logging in.

• I can’t use the Okta Verify app

  If you are unable to use the Okta Verify app, there are other methods that you can request to use in its place. The following scenarios are accommodated for.
  
  Scenario 1: I have a smartphone but can’t use Okta Verify
  If your software or hardware does not support the Okta Verify app then you can request to use a third-party app for authentication. This will require you to enter a one-time code upon sign-in. 
  
  Scenario 2: I have a feature phone 
  If your mobile device does not support any apps for download, you can request an exemption to utilise SMS authentication. This request must be approved by Cyber Security and will be reassessed early 2026 as alternative MFA methods are introduced. 
  
  Scenario 3: I am unable to use the Okta Verify app due to accessibility requirements
  If you are unable to use the Okta Verify app due to accessibility requirements, you can request an exemption to utilise a YubiKey for your MFA. This is a small USB-like device that you tap for verification. This will be approved by Cyber Security and provided by UTS. This request must come through your accessibility advisor and if the device is lost then a fee of $100 will be charged for a replacement device. 
  
  If you need to raise an exemption – please see the Okta Verify Exemption Request (Students Only) in Service Connect. 
  
  If your situation has not been covered in the above 3 scenarios, please reach out to IT Support to raise a request on your behalf.

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• What do I do if I've lost/upgraded my phone in Australia?

  Your existing authenticated devices (eg. your laptop) will remain logged in for 30 days from your last authentication. In some cases, this will give you enough time to replace your phone and set up and a new MFA. However, if you're waiting for a replacement we strongly recommend setting up temporary access so that you're not locked out when your previous authentication expires.

  IMPORTANT: To prevent losing access to your accounts before you have reset MFA on a new device, you can request temporary access to your account from IT Support. They will help you set up a secret security question. This will prevent you from being locked out until your new phone arrives and is set up.

  Once your new phone arrives, contact IT Support to reset MFA, then go through the regular setup process at login.uts.edu.au

  You can contact IT Support (details at the end of this page) by:

  • Phone - call from your new phone, borrow a phone, use a payphone, or use an internet phone service that can call landlines.
  • ServiceConnect - if you still have access to your email, you can log a service ticket requesting temporary access or a MFA reset. This is not available to you 30 days after your last sign-on.
  • On campus - If you are near the Broadway campus you can contact IT Support by calling 2222 from an internal phone - internal phones are available from Security on Level 3 of Building 1 (the UTS Tower), from all classrooms, and other locations around camu.

• What do I do if I've lost my phone overseas ?

  Your existing authenticated devices (eg. your laptop) will remain logged in for 30 days from your last authentication. In some cases, this will give you enough time to replace your phone and set up and a new MFA. However, if you're waiting for a replacement we strongly recommend setting up temporary access so that you're not locked out when your previous authentication expires.

  IMPORTANT: To prevent losing access to your UTS systems before you have reset MFA on a new device, you can request temporary access to your account from IT Support. They will help you set up a secret security questions. This will prevent being locked out until your new phone arrives and is set up.

  Once your new phone arrives, contact IT Support to reset MFA, then go through the first time setup process at login.uts.edu.au

  You can contact IT Support (details at end of page) by:

  • Phone - call from your new phone, borrow a phone, use a payphone, or use an internet phone service that can call landlines
  • ServiceConnect - if you still have access to your email, you can log a service ticket requesting temporary access or an MFA reset. This is not available to you 30 days after your last sign-on.

  If you don't have access to a phone capable of calling an international landline, and you do not have access to your email, then please contact your International Liason Officer/supervisor/manager at UTS, who can log a ticket on your behalf.

• I can't log in and I need to access my materials/complete an assessment

  Since your login lasts for 30 days on any authenticated devices, in many cases you will still be able to access UTS systems to submit assignments even if you lose your phone that day. It is important that you set up emergency access just in case until you've replaced it (see "What do I do if I've lost my phone?" above)

  In most other cases, IT Support is available for extended hours to assist you in resetting your MFA, or to set up temporary access.

  Hours of operation

  • Monday to Friday — 8:00am to 9:30pm AEST/AEDT
  • Saturday and Sunday — 9:00am to 5:00pm AEST/AEDT

  In the unlikely, but not impossible event that you lose access at a critical moment outside of these support hours, there are two recommended courses of action:

  • If an assessment is due, email a copy of your assigment to your teacher/faculty. A timestamped copy of your submission will be much easier to resolve.
  • Contact IT Support as soon as they open the next day. They will log your support request, can verify from your account that you lost access to or had any other issues, and can provide an IT case number if you need to lodge an appeal. Formally submit your assessment as soon as your access is restored.

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• Why do we need MFA?

  Multi-factor authentication adds an additional layer of account security by requiring two or more pieces of information to gain access to our applications and data. Even if a cyber-criminals know your password, the added verification step will stop them accessing accounts and key information. Additionally having MFA enables UTS to have a single sign-on dashboard, bringing UTS applications together in one place.

• What is single sign-on?

  Single sign-on (or SSO), is exactly what it sounds like - one username and password to access multiple applications. You sign in once and you have access to the UTS applications you need without being prompted to sign in for each one.

• Can I continue to access my applications the same way I do now?

  Yes, you can. You can also use the dashboard at login.uts.edu.au to access UTS applications on the dashboard.