MFA Support & FAQ

If you do not own a smartphone, please contact the Service Centre (Staff) and 13MELB (Students) for assistance.

The Okta Verify app can only be set up on one device.

However you can also set up Google Authenticator as a backup authentication factor.

Yes. In order to confirm your identity, you'll need to have the app installed on your smartphone. If you've accidentally deleted the Okta Verify app, please contact the Service Centre (Staff) or 13MELB (Students).

Yes, you can use Google Authenticator, but we recommend using Okta Verify as your primary authentication method as the verification processed is a bit quicker, thanks to convenient push notifications.

However once you've set up Okta Verify, you can set up Google Authenticator as a backup authentication option.

If you need to use Google Authenticator as you primary multifactor authenticator, please contact the Service Centre (Staff) and 13 MELB (Students) for assistance.

Yes, you can use a passkey, but you must first set up Okta Verify as your primary authentication method to ensure you can access your University account consistently across all University computers (including lab and library devices).

If you have any issues, please contact the Service Centre (Staff) and 13 MELB (Students) for assistance.

We recommend saving your passkey to your phone. In some cases the passkey will then sync across to your other personal devices (through features like Google Password Manager in Chrome, or Apple's Keychain) if you're signed into each device with the same account.

But note they will not be aviable for your to use on a University computer (like in a library or lab), which is why it is vital that you set up Okta Verify as your first method of MFA.

If you require any further assistance, please contact the Service Centre (Staff) and 13MELB (Students).

If you set up a passkey before setting up Okta Verify you will have issues logging into University computers, like in libraries or labs.

You can add Okta Verify to your account by going to http://sso.unimelb.edu.au and logging in using your passkey. Then click on your name in the top right corner and select Settings.

Scroll down to the Security Methods section and click on Set up next to Okta Verify.

From there you can follow the instructions on how to set up Okta Verify.

If you require any further assistance, please contact the Service Centre (Staff) and 13MELB (Students).

• Push Notification –You will be required to verify your identity by accepting ‘Yes, it’s me’ prompt on your smartphone.
• 6 digit code (Offline mode) – Alternatively, you have an option to enter the 6 digit code to verify your identity.

If you require any further assistance, please contact the Service Centre (Staff) and 13MELB (Students).

You can find how your information is collected and processed in our Multi-factor Authentication (MFA) Privacy Notice.

Transferring your multi-factor authentication (MFA) to a new smartphone is easy. Here's what you'll need:

• Your old smartphone
• Your new smartphone
• A computer

1. On your computer's web browser, go to sso.unimelb.edu.au, enter your login credentials, and click Send Push.
2. On your old smartphone, you'll receive a push notification from Okta. Select Yes, it’s me to verify your identity.
3. Once logged in, go to the dropdown menu under your account username (top-right) and select Settings.
4. In the Security Methods section, under Okta Verify select Remove against the old device (e.g. iPhone or Android) you wish to remove. You will be required to authenticate with your password and Okta Verify after. Click Yes to proceed.
5. You can now follow the set up instructions again for your new smartphone.

If you encounter any issues or no longer have access to your old phone, please contact the Service Centre (Staff) and 13MELB (Students) for assistance.

If you set up Google Authenticator as a backup, you can use that to log back in and reset Okta Verify (see below for how to reset)

If you didn't set up a backup factor, please contact the Service Centre (Staff) and 13 MELB (Students) for assistance.

To reset your MFA through Okta Verify:

1. Open the Okta Verify app on your smartphone and delete the Melbourne University item by selecting it, scrolling down to Delete Account. You’ll be asked to confirm – select Delete.
2. Now when you visit sso.unimelb.edu.au, you should be prompted to set up Okta Verify again. Just select Setup and follow the on-screen instructions or follow the guide on our Set up your University MFA page.

If you have trouble resetting any factor, please contact the Service Centre (Staff) and 13 MELB (Students)for assistance. If you're unable to contact Student IT on 13 MELB or you need to reset your MFA on a weekend, you can get help through their Live Chat.

If you do not have access to the device you set up to use MFA and cannot access University applications, please contact the Service Centre (Staff) and 13MELB (Students)for assistance.

If you work or study in a restricted environment where mobile devices are not allowed, such as University physical containment rooms or science labs, please contact the Service Centre (Staff) and 13 MELB (Students) for assistance.

If you encounter suspicious activity on your University account, please immediately contact the Service Centre (Staff) and 13 MELB (Students) for assistance.

This includes receiving push notifications to Okta Verify on your smartphone at a time where you're not actively logging into your account.

Make sure you have set up Okta Verify before travelling to avoid any University of Melbourne application access issues.

You may be prompted to verify more frequently while overseas, so please keep your device handy at all times to avoid delays.

Yes. While you won't receive push notifications without data, you can still verify your identity by entering in the six digit code found in the Okta Verify or Google Authenticator app.

If you do have internet access on your phone, including through Wi-Fi, you’ll continue to receive Okta push notifications as normal.

You only need internet access on your smartphone to receive Okta push notifications.

If you have mobile data, Okta will use your data for push notifications. If not, you can use the access-code based authentication.

Please pre-enrol your device on Okta Verify before travelling to avoid University of Melbourne application access issues.

Yes. Simply follow the set up instructions for Okta Verify.

When enrolling from other countries:

• Ensure that your mobile device has internet access
• If enrolling with a laptop or desktop device, scan the QR code as usual

If enrolling directly with a mobile device (without a laptop or desktop), you will have the following options:

• Send activation link via SMS
• Send activation link via email
• Setup manually without push notification

The University recommends that you use the "Send activation link via email".

SMS links may not be delivered or may result in roaming fees (depending on your mobile plan).

Setting up manually is not recommended as you may later need to enrol again to start receiving push notifications.