Summary
Use this guide when multifactor authentication (MFA) stops you from finishing a sign-in to your Solano account. Find the problem that matches what you see, such as a passkey that does not work, a missing notification, a locked app, or a sign-in request you did not start.
Use this when: You already set up MFA but cannot finish signing in.
Audience: Faculty, staff, and students.
Time required: About 5 to 15 minutes.
If you have not set up MFA yet, start with Set up Microsoft Authenticator instead.
Before you begin
- Have your phone with you. Use the phone where you set up Microsoft Authenticator and your passkey.
- Check your username. Your username ends in @solano.edu. Students: do not use your old @students.solano.edu address.
- Note what you see. Write down any error message exactly as it appears.
Choose the problem you are having
- Your passkey does not work: Go to Section A.
- No notification arrives: Go to Section B.
- The request says Denied or Expired: Go to Section C.
- Microsoft Authenticator says it is locked: Go to Section D.
- Your account or sign-in method is temporarily blocked: Go to Section E.
- You get a sign-in request you did not start: Go to Section F.
- You replaced or lost your phone: Use Set up Microsoft Authenticator and your passkey on a new phone.
Section A: Your passkey does not work
Signing in on your phone
What to do: When asked, confirm with your phone's PIN, fingerprint, or face. If the passkey option does not appear, make sure Authenticator is turned on as a passkey provider:
iPhone: Go to Settings > General > AutoFill & Passwords (iOS 18 or later) or Settings > Passwords > Password Options (iOS 17). Turn on AutoFill Passwords and Passkeys, then select Authenticator.
Android: Go to Settings > Passwords & accounts. Under Additional providers, turn on Authenticator.
Signing in on a computer
What to do: Choose to sign in with your face, fingerprint, PIN, or security key, and then select the option to use a phone. Scan the QR code on the computer screen with your phone's camera and confirm on your phone.
Turn on Bluetooth on both the computer and the phone, and keep them near each other. If the computer asks for a security key or its own PIN, select the option to use a phone or another device instead. If the computer does not have Bluetooth, contact the Help Desk.
Section B: No notification arrives
Try these steps in order. Stop when one works:
- Check that your phone is online.
Open a webpage on the phone. Microsoft Authenticator needs an internet connection to receive a sign-in request.
- Open Microsoft Authenticator.
A waiting request may appear in the app even if your phone did not show a notification.
- Check notification settings.
On an iPhone, open Settings, select Notifications, select Authenticator, and turn on Allow Notifications. On an Android phone, open Settings, select Apps, select Authenticator, select Notifications, and allow notifications.
- Check your other phone.
If you set up Microsoft Authenticator on more than one phone, the request may have gone to the other phone.
- Sign in with your passkey instead.
On the sign-in screen, select the option to sign in another way, and choose to sign in with your face, fingerprint, PIN, or security key. Then confirm on your phone.
- Submit a request.
If nothing works, submit a Password or Login Help request.
Section C: The request is denied or expired
The request expired
What to do: Cancel the sign-in and start again. When the new request arrives, enter the number shown on the sign-in screen in Microsoft Authenticator, and then tap Approve.
You denied the request by mistake
What to do: Cancel the sign-in and start again. Approve only the new request that matches the sign-in you started.
Section D: Microsoft Authenticator is locked
App Lock protects Microsoft Authenticator with your phone's PIN, fingerprint, or face. This message does not usually mean your Solano account is locked.
- Unlock the app.
Use the same PIN, fingerprint, or face that you use to unlock your phone.
- Open Microsoft Authenticator again.
Complete the prompt to confirm it's you.
- Get help if it still does not work.
Do not keep guessing your phone's PIN. Submit a Password or Login Help request.
Section E: Your account or sign-in method is blocked
A message that your account or sign-in method is temporarily blocked is different from App Lock.
- Stop trying to sign in.
Repeated attempts can extend the block.
- Try your passkey if it is offered.
Select the option to sign in another way, and choose to sign in with your face, fingerprint, PIN, or security key.
- Submit a request if no other method works.
Submit a Password or Login Help request. Help Desk staff must verify your identity before reviewing or resetting a blocked sign-in method.
Section F: You get a sign-in request you did not start
A request you did not start may mean someone has your password and is trying to sign in to your account.
- Deny the request.
Select Deny. If Microsoft Authenticator offers an option to report suspicious activity, select it.
- Change your password right away.
Use FalconNest sign-in: Reset your Solano password (self-service).
- Report it.
Submit a Password or Login Help request and select Unexpected MFA Prompts as the MFA issue type. Help Desk staff will review recent sign-in activity with you.
QR code safety: Scan a sign-in QR code only when it appears on a screen where you just started signing in. Never scan one sent to you by email, text, or message.
No smartphone?
- Employees: Contact the Help Desk. After verifying your identity, staff can issue a hardware security key.
- Students: Contact the Help Desk to discuss other sign-in options.
Related articles and guidance
Get help
If you still need help, submit a Password or Login Help request. Choose:
- Account or System: College Computer or Network Account
- Login Problem Type: MFA, verification code, or phone problem
- MFA Issue Type: Select the option that best matches the problem, such as Authenticator approval is not appearing, Unexpected MFA Prompts, or Other. For passkey problems, select Other and enter Passkey sign-in in the description.
Protect your information: Never include your password, verification codes, QR codes, Temporary Access Pass, recovery codes, or other secrets in the request.