Multi-Factor Authentication Service

Information Security and Protection Services

This service provides an additional layer of authentication on top of the existing NetPassword (‘something you know’) using your smartphone (‘something you have’).

A mobile app called “Microsoft Authenticator” will be installed on your smart phone. Using the mobile app, you may select one of the following methods as your 2nd factor authentication:

  • Receive a push confirmation (require Internet connectivity on your smartphone)
  • Enter a 6-digit Passcode (as displayed in the “Microsoft Authenticator” app)

Please contact IT HelpCentre for assistance if you are not using a smartphone or have any difficulties installing the “Microsoft Authenticator” app.  Please refer to the corresponding application/system which you would like to access for their requirements on MFA.

Note: The previous MFA service using “Duo Mobile” app will be phased out by the end of May-2020.

This service is available to all PolyU Full-time Permanent Staff and other staff nominated by the department. For first-time MFA users, please refer to the below procedure to enroll your mobile device: 

  1. Download the "Microsoft Authenticator" app for your mobile phone;
  2. Go to MFA Management Portal;
  3. Login with your NetID and NetPassword;
  4. Follow the on-screen instruction to begin enrollment.

Access to the service


Eligible users

Full-time staff, Part-time staff

Service hours and availability

  • 7 X 24
  • HelpCentre service hours

Training & resources relevant to the service


Service Requests and Change Requests

Policies relevant to the service

Service level

All service request are classified as level 1 to 4 depending on its impact & urgency.

  • Level 1 – Service Request Resolution Time: 2 days
  • Level 2 – Service Request Resolution Time: 4 days
  • Level 3 – Service Request Resolution Time: 6 days
  • Level 4 – Service Request Resolution Time: N/A

All Incident are classified as level 0 to 4 depending on its impact & urgency.

  • Level 0 – Incident Resolution Time: N/A
  • Level 1 – Incident Resolution Time: N/A
  • Level 2 – Incident Resolution Time: N/A
  • Level 3 – Incident Resolution Time: N/A
  • Level 4 – Incident Resolution Time: N/A

Related Information

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