Reset your Multi-Factor Authentication (MFA) methods

How to reset your MFA if you’re unable to use your primary or secondary authentication methods.

Microsoft is retiring automated phone calls as a Multi-Factor Authentication (MFA) method.

After 1 December 2026, you will no longer be able to use or reset this method. Please set up alternative MFA options to ensure you still have multiple ways to authenticate after this date.

To reset your MFA methods, we’ll need to verify your identity. You can do this by completing a self-service reset. This is our recommended option and is a quick way to regain access to your account.

You will need:

a smartphone or tablet device with a working camera
your government-issued ID card (aphotograph of this documentation is acceptable)

The self-service reset process is a safe and secure way to verify your identity when you need to reset your MFA methods. It is an automated, self-service system, available 24/7. The secure system allows you to authenticate your identity using official identity documents, performing real-time checks of the submitted documents.

If there is a disparity between the details on your official documentation and the details we hold for you, then your verification attempt may be unsuccessful – you may wish to contact the IT support staff in the Cardiff University Kazakhstan Building for help instead.

How to use self-service reset

Sign in to the password self service page to begin the verification process. The steps will take you through the process and guide you to the TrustID verification site, which contains step-by-step instructions to help you submit your documents for verification.

In most cases, the status of your application should be confirmed within five minutes of submitting the request. However, please note that this process can take up to two hours if further checks are required.

If your request is successful, you will receive further information on what you need to do next.

If your request is unsuccessful, please visit the IT support staff in the Cardiff University Kazakhstan Building, taking your ID with you.

Keeping your MFA settings up to date

Avoid needing to go through the reset process by making sure you have set up at least two authentication methods. Check your MFA settings regularly, and remember to follow our guidance if you change your device.

Help and support

For further support please contact the IT support staff in the Cardiff University Kazakhstan Building.