After logging in to a college application (outside college) you'll then get a message to ‘approve sign in request’ using a number - when this happens, check your phone for a notification from Microsoft Authenticator and OPEN THAT NOTIFICATION to enter the number shown. The notification will normally say 'Approve sign-in?' It is important to open the actual notification since it is the easiest way to approve. (note that if you have set up your security to get a phone call, you should get a phone call instead of message with a number)

The screen that shows the number will be displayed in your Teams, OneDrive or other college app. The other screen where you enter the number is displayed when you open the separate phone notification that says 'Approve Sign-in request?'. The screen where you enter the number will normally look like this: https://static.wixstatic.com/media/633857_af4a9227fbb340f39999872ae58773a7~mv2.png

Try returning to the application that you are logging into (e.g. Teams or OneDrive) and refresh the screen - this could generate a fresh notification to your phone. Another way to generate a fresh notification is: 1. Close the application (e.g. Teams) completely. 2. Wait for 30 seconds. 3. Reopen the application and try logging in again.

After logging in to a college application (outside college) you'll then a call to the number you input when you set up your security. Answer the call and press the # key.

Try returning to the application that you are logging into (e.g. Teams or OneDrive) and refresh the screen - this could generate another phone call. Or try doing this to generate another phone call: 1. Close the application (e.g. Teams) completely. 2. Wait for 30 seconds. 3. Reopen the application and try logging in again. NOTE: the above only applies if you chose the phone call method when you set up Authenticator initially.

One issue is when there appears to be either nowhere to input a number or a number doesn't get shown. Users who experience this often describe it as 'stuck in a loop'. Take the steps below, using the other FAQs on this page: 1. Make sure that you understand how to approve a sign-in request. 2. If you have missed either the phone notification to enter a number, or the phone call, try refreshing or restarting the application to generate another 'approve sign-in' request or phone call. 3. If the above haven't worked, request an Authenticator RESET - this can only be done by asking the LRC team for a reset, either by creating a help ticket or by visiting your college LRC. IMPORTANT: when requesting a reset please check the AskLRC opening dates/times. The AskLRC support service will be closed for the whole of the college winter break. The need for a reset can be caused by a series of failed attempts or be the result of changing your phone after your initial Authenticator set up.

The 'Keep your account secure' (or 'more information required') message means that the Authenticator security for your account still needs to be set up. That initial set up is required for all college accounts. It will not be possible to access college systems outside college until you have done it. Go to the Microsoft Authenticator page (https://www.stcgasklrc.com/microsoftauthenticator)for step by step instructions on how to set up your account security on a computer outside college.

Yes, if you have changed your phone, you will need to set up Authenticator again on your new phone. Before you can do this, you will need to ask the LRC to reset your Authenticator. You can make this request by raising an online ticket or by vising your college Learning Centre/LRC. A common reason for users not being able to approve a sign-in request is that they have changed their phone and not yet set it up again on the new one. (A reset may not be required if you have backed up and restored the app settings from your old phone to your new phone).

The need for a reset can be caused by a series of failed attempts or be the result of changing your phone after your initial Authenticator set up. A reset can only be done by asking the LRC team for a reset, either by creating a help ticket (https://www.stcgasklrc.com/create-ticket)or by visiting your college LRC. IMPORTANT: when requesting a reset please check the AskLRC opening dates/times. The service is available weekdays, 9:00-16:45 (excluding bank holidays). Any tickets submitted outside these hours will be answered as soon as possible the next working day. The AskLRC support service is closed for the whole of college winter breaks.