How to set up MFA on a new smartphone

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How to set up MFA on a new smartphone

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How to set up MFA on a new smartphone

Got a new smartphone or device?

To ensure you have continuous access to your Monash account, you'll need to set up multi-factor authentication (MFA) on your new smartphone or device. It's easier if you have both your new and old device.

If you don't have your old smartphone or device and find you're locked out of your Monash account, we can also help you.

There’s no need to do anything if you change your SIM card, mobile number or mobile provider.

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I have my old smartphone or device View

Go to the Identity portal and verify using multi-factor authentication (MFA).
Select MFA from the menu on the left.
Select the Reset link next to the verification method you're using – Okta Verify or Google Authenticator (or both).
Follow the prompts to setup MFA for your new device.

We strongly recommend that you get backup codes after you set up MFA on your smartphone.

If the self-service password or MFA reset tool isn’t working for you (for example, you’re seeing a blank page), try again using a private/incognito browser.

I no longer have my old smartphone or device View

I already have backup codes

If you already have backup codes, you can use our self-service MFA reset tool to set up MFA on your new smartphone.

Reset your MFA

For step-by-step instructions, see how to reset MFA with a backup code. If you can’t remember the location of your backup codes, these instructions will guide you.

I don’t have backup codes

If you don’t have your old device or backup codes, take a look at how to solve MFA issues. If you still need help, reach out to the Service Desk. Call us between 8am to 6pm, Monday to Friday and we'll be on hand to help.

Students: +61 3 9903 2777

Staff: +61 3 9905 1777

Alternatively, you can email us from your Monash account with the details below and we’ll be in touch.

You'll need to provide your:

full name
contact number (mobile if possible)
staff/student ID
Monash email address

most convenient time to call on a weekday, between 8am – 6pm (we'll try our best to contact you during your nominated call-back time).

Identity verification

We'll organise a quick Zoom session to visually verify your identity. This is to keep your account secure – you won’t need to send any documents and it will only take a few minutes. You’ll be asked to present either your:

M-Pass
Passport (Australian or foreign)
ImmiCard
Australian driver licence or learner permit, or foreign driver licence
Australian proof of age card
Adult firearms or shooter's licence, or
Australian security licence or crowd controller licence.

Help and support

Order a smartphone or Telstra plan

For requesting smartphones Telstra voice & data plans, or mobile wi-fi devices (e.g. dongles or routers).
Order Zoom Phone or Desk Phone

For requesting a new Zoom phone and/or desk phones.
General telephony assistance

For general requests about Monash phones and phone services.

Multi-factor authentication backup codes

Get backup codes so you can reset your MFA without having to call the Service Desk.
How to access and manage your Monash accounts

Learn how you can access, manage, update and transfer ownership of Monash accounts.
Setting up multi-factor authentication (MFA)

You'll need multi-factor authentication (MFA) to securely access Monash systems. Learn about your options and how to set it up.

How to set up MFA on a new smartphone

How to set up MFA on a new smartphone

Got a new smartphone or device?

I have my old smartphone or device View

I no longer have my old smartphone or device View

I already have backup codes

I don’t have backup codes

Identity verification

Help and support

Order a smartphone or Telstra plan

Order Zoom Phone or Desk Phone

General telephony assistance

Related articles

Multi-factor authentication backup codes

How to access and manage your Monash accounts

Setting up multi-factor authentication (MFA)

Still need help?