Valencia College institutes physical and virtual safeguards designed to protect the highly sensitive data of our students and employees. Whether you access sensitive data daily through Valencia's networks or use your phone to surf the web, any online activity can provide a vulnerability for criminals to exploit and access sensitive information. Multi-Factor Authentication is one of the safeguards Valencia has in place to protect this sensitive information. Recommendations for some common MFA scenarios are provided below.
If your phone is currently broken, stolen, lost, etc. and you need access to your courses, Atlas, or email, you will need to contact the Service Desk. You can reach the Service Desk via phone call at (407) 582-5555 or via email at oitservicedesk@valenciacollege.edu. The Service Desk will be able to assist by granting a Temporary Access Pass Code for you to authenticate with (please have your VID, answer to your Atlas secret question, and any other identification information prepared as the staff will be required to verify your identity). This Temporary Access Pass code is valid for up to 8 hours (it will be a randomly generated series of characters, it is recommended to write it down). If you still do not have access to your phone after the Temporary Access Pass expires, you will need to contact the Atlas Help Desk again to acquire a new Temporary Access Pass.
Please Note: The hours of operation for the Service Desk is 7AM to 7:30PM Monday - Thursday and 7AM to 5PM on Friday.
Below is an example of the MFA screen that will prompt once you receive your Temporary Access Pass
If you left your phone at home or it is currently broken, stolen, lost, etc. and you need access to your courses, Atlas, or email, you will need a Temporary Access Pass. If you have access to a phone you can follow the steps outlined in the section above. Alternatively, you may also visit the nearest Campus Technology Services (OIT) department (see location(s) and hours of operation for each campus). A member of CTS will be able to assist by granting a Temporary Access Pass. Please be prepared with any related ID cards and/or information to verify your identification as well as an alternate method of contact. A Temporary Access Pass is valid for up to 8 hours and it is recommended that you write down the code as it is a randomly generated series of characters. Here is an example of the MFA screen that wlll prompt once you receive your Temporary Access Pass.
If you get a new phone and/or change phone numbers, you will first need to have your MFA profile reset by the OIT Service Desk. You can reach the Service Desk via phone call or email and a member of OIT will be able to assist with the reset. Once your MFA profile is reset, you will need to setup the Authenticator App again on the new phone. Once the app is set up, and you can authenticate, it is suggested you login to https://mysignins.microsoft.com/security-info and update your profile information to include your new phone number as a backup method for authentication if you're unable to use the app at any given point in time.
If you have a phone model or mobile OS that cannot support the Authenticator app, you will need to contact the OIT Service Desk. A member of OIT will need to confirm your identity and verify you're unable to install the Authenticator App. From there, an OIT ticket will be created on your behalf to ensure that you can authenticate for access to Valencia resources via text message or phone call. This process can take up to 24 hours, please provide a personal email and alternate method of contact so you may receive updates regarding the ticket created for you. If you need to authenticate immediately or at some point prior to you having the ability to authenticate via text, you can ask for a Temporary Access Pass.
If you are unable to use the Authenticator App temporarily and/or the code is not working, there is an option on the Authentication screen that will give you the opportunity to authenticate via another method (see screen shot below)
Once you click this option, the following screen will provide the available back-up/alternate methods to authenticate as seen in the screen shot below. If you're MFA profile is set up with your number, you may utilize an SMS Text or Phone call to authenticate for this session.
In the event you're unable to authenticate with the Authenticator App, any of the alternate methods, or have questions/need assistance with authenticating in general, please reach out to the OIT Service Desk via phone call at (407) 582-5555 or via email at oitservicedesk@valenciacollege.edu for assistance.
Please Note: The hours of operation for the Service Desk is 7AM to 7:30PM Monday - Thursday and 7AM to 5PM on Friday.