As part of the Tenancy Merge you may have to reset Multi-Factor Authentication to log into your account after the move to the joint tenancy.

If this occurs, when you log into your Connect laptop, after entering your username (email address) and password you will be asked for additional details – basically you will just have to follow on-screen instructions which will include:

  • Setting authentication phone – set the region to United Kingdom and use the number of your CBH work mobile (or whatever phone you’re using if not a CBH one)
  • You will receive a phone call to verify your phone number – the automated message will ask you to press the hash key (#) - do this and you’ll have verified it. NOTE: in some cases, you’ll get the automated call from Microsoft’s U.S. servers instead of the U.K. ones – if this happens, you’ll be asked to “press the pound key” – however, this still means the hash key (#) not our pound key (£) – it’s just a difference between U.S. and U.K. terminology.
  • You will then be taken to a screen asking you to verify your phone (again) and set security questions. On this occasion you can choose to be texted a code to authenticate your phone, which you then enter into a field on the page on your laptop.
  • Next set your 5 security questions – you can choose them from the drop down menu on each of the 5 fields.
  • A couple of points to note about the questions:
    1. The answers are case-sensitive so remember if you use capital letters or not – if you must use the questions to get back into your account at any point you have to enter the answers exactly as you have set them, or they won’t be recognised as the correct answer.
    2. The system won’t let you use the same answer more than once for different questions

Once you’ve completed the above, you’ll be logged in.

However, the above procedure will also have set your preferred authentication method to your work phone, so whenever you need to authenticate, you’ll get a phone call. 

We recommend that you use the Microsoft Authenticator app on your phone (it’s quicker and more efficient) – instructions on how to set this up are in this Helpdesk Solution: Multi Factor Authentication (MFA)/Authenticator app (it is strongly recommended that you remove any existing account from the app before setting it up again – instructions on how to do this are included in that article, at the end)