Help with multi-factor authentication

Get help with how to verify your My LS account using multi-factor authentication by checking out the frequently asked questions below.

Multi-factor authentication adds a layer of protection to the sign-in process. To gain access to a digital resource, users provide additional pieces of evidence to verify their identity.

Authentication protects against cyber criminals by making sure that users are who they say they are.

Multi-factor authentication is extremely effective at protecting data from being stolen.

Microsoft has reported that it can prevent over 99.9% of account compromise attacks.

Enabling multi-factor authentication is one of the most effective actions we can take to protect your personal and corporate data.

You’ll need to provide a verification method in addition to your username and password as part of the My LS login process.

You can choose to verify your My LS account by:

  • receiving an SMS on your mobile phone
  • requesting a phone call on a landline or mobile phone
  • using an authenticator app

You can change your preferred verification method at any time.

Not receiving your verification code is a common problem that is typically related to your mobile device and its settings.

You can try the following:

Restart your mobile phone

Sometimes your device just needs a refresh.

When you restart your device, all background processes and services are ended and the core components of your device are shut down. All services are refreshed when you restart your device.

Check your security information is correct

Make sure your security verification method information is accurate, especially your phone numbers.

If you put in the wrong phone number, your alerts will go to that number but they will not be able to access your account.

Check your notifications are turned on

Make sure your mobile device has notifications turned on and the following notification modes are allowed:

  • phone calls
  • your authentication app
  • your text messaging app

Make sure these modes create an alert that is visible on your device.

Check your mobile phone has signal and internet connection 

Make sure your phone calls and text messages are getting through to your mobile device. Have a friend call you and send you a text message to make sure you receive both.

If your device is turned on, but you're still not receiving the call or text, there may be a problem with your network. You'll need to talk to your provider.

If you often have signal-related problems, we recommend you use the Microsoft Authenticator app on your mobile device. The app can generate random security codes for sign-in, without requiring any mobile phone signal or internet connection. 

Turn off 'do not disturb' 

Make sure you haven't turned on the ‘do not disturb’ feature for your mobile device. When this feature is turned on, notifications aren't allowed to alert you on your mobile device.

Refer to your device's manual for instructions about how to turn off this feature.  

Unblock phone numbers In the UK, voice calls from Microsoft come from +1 (855) 330 8653. SMS verification comes directly from Microsoft or MS Verify.
Check your battery settings

If you set your battery optimisation to stop less frequently used apps from remaining active in the background, your notification system has probably been affected.

Try turning off battery optimisation for both your authentication app and your messaging app. Then try to sign into your account again.

Disable third-party security apps

Some phone security apps block text messages and phone calls from unknown callers. A security app might prevent your phone from receiving the verification code.

Try disabling any third-party security apps on your phone, and then request that another verification code be sent.


Please try again. Microsoft uses multiple providers for delivering calls and SMS messages.

If this is not successful, try changing your verification method.

If you’ve selected verification by phone call, you’ll be asked to press the ‘pound’ (English US) or ’hash’ (English UK) key to authenticate your account.

In either case, you should select the key that displays the ‘#’ symbol.

Check that you're selecting the right application from the list displayed in your authenticator app.

If this is not successful, make sure that your mobile device's clock settings are correct.

Your device's time must be correct for your code to work.

In My LS, select ‘click here to change your verification method’. You can set up a verification call to your landline phone or change your mobile phone number.

Choose your alternative verification method and continue with the authentication process.

To keep your personal and business data secure, you must use this security feature.

There is no way for you to individually turn multi-factor authentication off.

If you have a new phone number, you'll need to update your security verification method details to receive notification.

To update your verification method, navigate to ‘account settings’ and scroll down to your login details. Then press ’change’ for multi-factor authentication.

You might find it more difficult to use a mobile phone-related verification method, like a text messaging, while you’re in an international location. You may also incur roaming charges.

We recommend you use the Microsoft Authenticator app when travelling or abroad.

The app can generate random security codes for sign-in without needing mobile phone signal or an internet connection.

Find out how to download, install and set up the Microsoft Authenticator app

Some organisations prevent users downloading apps to their business computers and mobile devices without permission.

If you’re not able to download the authenticator app, contact your organisation’s IT department for help.

If you tick ‘Remember this device’ when you verify your My LS account, the system will not ask you for multi-factor authentication for 90 days.

If you do not select this option, you’ll be asked to authenticate your account the next time you log in.

If you ticked ‘Remember this device’, but you're still asked for to authenticate your account every time you log in, you most likely need to enable cookies in your browser, or your browser is set to automatically clear its cache on exit.

You’ll be asked to authenticate your account at the start of each session.

When you tick ‘Remember this device’ and use the same devices from the same locations, you will not be asked to authenticate your account again for 90 days.

Things that could force you to re-authenticate:

  • you change your password
  • you forgot your password and initiate password reset
  • every time after you clear your cache
  • unusual account activity