⚠️ WARNING: This article is intended for participants in the
MFA Modernization Pilot only. If you are not a pilot participant, the information in this article may not apply to you. Contact the
IT Service Desk if you have questions about your current sign-in experience.
If you lose the device you use for multi-factor authentication (MFA), you may be unable to sign in to your UMS account. Follow the steps below based on which sign-in method you were using.
INFO: UMS IT highly recommends adding a backup sign-in method so you can still access your account if your primary device is unavailable. You can manage your sign-in methods at
aka.ms/mysecurityinfo.
Instructions
I lost my phone (Microsoft Authenticator app)
If you have a backup sign-in method, follow the steps below.
- Go to aka.ms/mysecurityinfo
- Sign in with your username and password
- When prompted for MFA, select "Sign in another way"
- Select your backup method and complete authentication
- Remove your old Microsoft Authenticator from your account
- Click "Sign out everywhere" (listed below your sign-in methods) to sign the lost device out of your account
- Re-add the Authenticator app as a sign-in method
If you do not have a backup sign-in method, see I have no backup method below.
I lost access to a synced passkey
Synced passkeys are tied to an account, not a single device. If you sign back in to the service that stores your passkey, your passkey will be available again on your new device, no re-enrollment needed.
- iCloud Keychain passkey: Sign in to iCloud on your iOS (iPhone/iPad) or macOS (Mac/Macbook/iMac) device.
- Google Password Manager passkey: Sign in to your Google account on your Android device or in your Chrome browser.
- Password manager passkey (e.g., Bitwarden, 1Password): Sign in to your password manager app on your new device.
I lost a device-bound passkey
Device-bound passkeys are stored on a specific device and cannot be recovered if that device is lost. If you have a backup sign-in method, follow the steps below.
- Go to aka.ms/mysecurityinfo
- Sign in with your username and password
- When prompted for MFA, select "Sign in another way"
- Select your backup method and complete authentication
- Remove your old passkey from your account
- Make sure you are removing the correct device-bound passkey and not a synced passkey
- Click "Sign out everywhere" (listed below your sign-in methods) to sign the lost device out of your account
- Add a new passkey or sign-in method for your replacement device
If your lost device was a University-provided YubiKey, report the loss to your department. YubiKeys are tracked as IT assets and your department will need to request a replacement.
If you do not have a backup sign-in method, see I have no backup method below.
During the pilot period: Contact the SSO/MFA Modernization Project team at sso-mfa-project-group@maine.edu for assistance.
After the pilot: Contact the UMS IT Service Desk.
If you were provided with a Temporary Access Pass (TAP) after contacting UMS IT, please follow these instructions: How to Sign In with a Temporary Access Pass (TAP).
Environment
- Applies to all University of Maine System (UMS) accounts
- Microsoft Authenticator app (Android or iOS)
- Synced passkeys (iCloud Keychain, Google Password Manager, password managers)
- Device-bound passkeys (YubiKey, Windows Hello for Business, Microsoft Authenticator passkey)