Support Hub - MFA

Popular questions

Why is MFA required to access HearHub?

As part of our ongoing commitment to security, we are rolling out Multi-Factor Authentication (MFA) for accessing HearHub. The use of MFA helps protect against unauthorised access and to keep your data safer.

What does this mean for me?

MFA adds an extra layer of protection by requiring an additional verification step, however it’s important to note that you won’t need to complete this every time you log in into HearHub.
You will need to have Multi-Factor Authentication set up to continue accessing HearHub from 16th of October 2024. Instructions on how to set up MFA are included below.

What will I need to set up MFA?

To set up MFA for accessing HearHub, you will need: 

  • Your mobile 
  • Your laptop/computer
  • Minimum mobile device version: 
    • iOS 14.8 or newer 
    • Android 8 or newer – pin must be set on your mobile device 
  • Microsoft Authenticator App on your mobile (see below how to install it if you are not already using one) 

 

Setting up MFA

How to set up MFA

Do you already have a Microsoft Authenticator App installed on your mobile phone?

How to Safely Transfer Microsoft Authenticator to a New Phone 

As part of our commitment to keeping our systems and data secure, it’s important that Multi-Factor Authentication (MFA) using Microsoft Authenticator continues to work seamlessly whenever you switch to a new mobile phone. 

To prevent disruption to your access, please carefully follow the steps below before you dispose of or reset your old device.

What to Do When Changing Phones

  1. Prepare Your New Phone
    • Ensure your new device has internet access and is updated to the latest operating system version.
    • Download the Microsoft Authenticator app from the Apple App Store or Google Play Store on your new device.
  2. Keep Your Old Phone With You
    • Do not erase or reset your old phone until you have successfully set up the Authenticator app on your new phone and verified it works.
  3. Backup (if not already enabled)
    • Open the Authenticator app on your old device.
    • Go to Settings within the app.
    • Ensure Cloud Backup is enabled (iCloud for iPhone, or your Microsoft Account for Android).
    • Wait for the backup to complete.
  4. Restore Authenticator on New Phone
    • Open the Microsoft Authenticator app on your new phone.
    • Log in with the same Microsoft account you used on your old device.
    • Follow prompts to restore from the backup.
  5. Re-Register Accounts (if needed)
    • For most accounts, restoring from backup will migrate your MFA tokens.
    • Some linked services may require you to re-register or verify MFA. If prompted, follow the on-screen instructions or reach out [email protected]
  6. Confirm Access
    • Test logging into your key work applications (e.g., email, Teams, internal apps).
    • Ensure you receive the authentication approval prompt on your new phone.
  7. Remove from Old Device
    • Once you confirm everything is working on your new device, you can remove all accounts from the old Authenticator app.
    • Only then should you reset or dispose of your old phone.

Need Help?

If you run into any issues or are unsure at any step, please contact [email protected] before making changes. Support is available to ensure you stay connected.

Step 1 - Install Microsoft Authenticator App

Install the Microsoft Authenticator app to your mobile device.

Google Android: On your Android device, go to Google Play to download and install the Microsoft Authenticator app

Apple iOS device: On your Apple device, go to the App Store to download and install the Microsoft Authenticator app

Once the app is installed you can leave the app at the landing page – we'll return to this later.

Step 2 - Connect Microsoft Authenticator App to your HearHub Account:

1. On your laptop or computer (recommended) or mobile, log into https://aka.ms/mfasetup with your HearHub username and password.

2. As you have a Microsoft Authenticator App installed now on your mobile phone, just click ‘Next’.

3. On the next window titled ‘Set up your account’, just click ‘Next’.

4. The next window is titled ‘Scan the QR code’. Leave this page open and go back to your mobile phone.

Go back to your mobile phone

5. Open the Authenticator app and select “Scan a QR code”. (Note: you may get a camera permission question on your mobile which you need to allow.)

6. Scan the QR code on your laptop/computer screen with your mobile device.

7. You will be asked to try out the authentication. On your laptop/desktop screen you will be provided a number to enter in the authenticator app on your mobile phone. Enter the number into the app.

8. A 'Notification approved’ message will pop up on your laptop/computer to confirm the app is installed. Click Next.

11. Success! That’s it! You are now ready for Multi-Factor Authentication when using HearHub.

Step 1 - Connect Microsoft Authenticator App to your HearHub Account:

1. On your laptop or computer (recommended) or mobile, log into https://aka.ms/mfasetup with your HearHub username and password.

2. As you already have a Microsoft Authenticator App installed on your mobile phone, just click ‘Next’.

3. On the next window titled ‘Set up your account’, just click ‘Next’.

4. The next window is titled ‘Scan the QR code’. Leave this page open and go back to your mobile phone.

Go back to your mobile phone

5. In your Microsoft Authenticator app, you will need to click + and then select Work or School account and then click Scan QR code.

6. Scan the QR code on your laptop/computer screen with your mobile device.

7. You will be asked to try out the authentication. On your laptop/desktop screen you will be provided a number to enter in the authenticator app on your mobile phone. Enter the number into the app.

8. A 'Notification approved’ message will pop up on your laptop/computer to confirm the app is installed. Click Next.

9. Success! That’s it! You are now ready for Multi-Factor Authentication when using HearHub.