FAQ & Troubleshooting

Troubleshooting

One-Time Code is Wrong

If your phone’s time is off by even one minute, the registration process may not be completed. Try restarting your phone or manually adjusting the time in your phone’s settings. This should fix the issue.

Loading the account console

The issue is caused by an outdated operating system and/or Safari version. Update your operating system (which is also recommended for security reasons), or complete the MFA registration on another device.

Lost your phone

See the instructions on the page below:

Phone Camera Is Broken and I Can’t Scan the QR Code

Below the QR code, there is a link saying “Unable to scan?”, which provides a code that you can enter manually into your authenticator app instead of scanning the QR code.

Frequently Asked Questions

Is multi-factor authentication mandatory?

Yes, multi-factor authentication becomes mandatory for all students starting from October 1, 2024.

How long is the MFA code valid?

The one-time code from the Authenticator app is valid for 30 seconds at a time.

How does MFA enhance the security of my account?

Multi-factor authentication ensures that even if someone obtains your UTU credentials, they cannot access your account without the additional authentication step.

Do I need to bring my phone and use MFA for the Exam?

No, Exam rooms are an exception, and MFA is not required on exam computers.

Can I use a different Authenticator application?

You can, but the authentication app must meet the security criteria. The university recommends using Microsoft Authenticator, FreeOTP, or Google Authenticator.

What if I delete the authenticator app?

If you don’t have an MFA backup, you should contact Turku University IT Services.

Can I use MFA on multiple devices simultaneously?

Yes, you can use MFA on multiple devices simultaneously, and it’s recommended to have MFA on at least two different devices, such as a smartphone and a tablet.