Frequently Asked Question

Did you get a new phone? Your Jersey College Multi-Factor Authentication (MFA) lives in the Microsoft Authenticator app on your OLD phone, so it does not move to a new phone by itself. For your security, switching MFA to a new phone requires the Help Desk to verify your identity first - so the first step is to contact us.

What to do when you get a new phone:

1. Call the Jersey College Help Desk at 201-645-1164 (or open a ticket at https://helpdesk.jerseycollege.edu). A call is fastest because we need to verify who you are before changing anything on your account.
2. We will verify your identity and then reset your MFA so it can be set up fresh on your new phone.
3. On your NEW phone, install the Microsoft Authenticator app from the App Store (iPhone) or Google Play Store (Android).
4. After we reset your MFA, sign in to a Jersey College service (such as https://outlook.office.com) on a computer. You'll be prompted to set up MFA again.
5. Follow the prompts to add your account to Microsoft Authenticator on your new phone (usually by scanning a QR code and approving a test sign-in). See "How do I set up Multi-Factor Authentication (MFA) with Microsoft Authenticator for the first time?" for the full steps.

Tips:

• If you still have your OLD phone, keep it until your new phone is working, in case you're asked to approve a sign-in during the switch.
• We can't reset your MFA without verifying your identity first - this is what protects your account from someone else taking it over.
• Never share a verification code, and never approve a sign-in you didn't start.

If you're still having trouble, contact the Jersey College Help Desk at 201-645-1164 or itsupport@jerseycollege.edu.