Multi-Factor Authentication (MFA) FAQ

  1. What is Multi-Factor Authentication (for iMail)?

    Multi-Factor Authentication (MFA) is a security process that requires you to provide two different forms of identification to access your account. It combines something you know (your password) with something you have (your mobile phone).

  2. Why do we need Multi-factor Authentication?

    Passwords can be stolen, guessed, or leaked in data breaches. MFA acts as a second lock on your digital door. Even if a hacker gets your password, they cannot access your account without the second verification from your phone.

  3. Do I have to do this every time I login to iMail?

    Not necessarily. On personal devices, you can select "Stay Signed In". However, for security, you will always be prompted when using public computers.

  4. What if I forgot my phone at home?

    You won’t be able to provide the second factor. You must contact the ITS Lab Support to receive a temporary access pass.

  5. I got a new phone. How do I transfer the MFA to new phone?

    Do not wipe your old phone yet! Log in to https://mysignins.microsoft.com/security-info , add your new device, and only then remove the old one.

  6. I got a prompt from Microsoft Authenticator app but I’m not logging in!

    DENY the request immediately. This means someone else has your password. Deny the prompt and change your Sunway network password via https://serviceportal.sunway.edu.my/ .

  7. Does the Authenticator app need internet to work?

    While "Push Notifications" (Number Matching) need data/Wi-Fi, the app also generates a 6-digit code every 30 seconds that works completely offline.

  8. What is the “Number Matching” prompt?

    When you log in to iMail, your computer will show a 2-digit number. You must type that exact number into the Authenticator app on your phone to approve the sign-in.

  9. If I install the Microsoft Authenticator app, can the Sunway Education see my personal data?

    No. The Microsoft Authenticator app is designed solely to verify your identity. It does not grant Sunway Education or any IT personnel access your personal data. For more details on what is collected, you can read Microsoft’s privacy documentation here .

  10. I have followed the guides but I still cannot access my account. What should I do?

    If you are still encountering problems after following the setup steps, please reach out to IT team via one of the following methods:

    Visit any of our IT Learning Labs for assistance: