Platform login help and FAQs

While you won’t need a designated work mobile phone, you will need access to a separate mobile device to use the Microsoft Authenticator app. The app isn’t available on Mac, laptop, or desktop devices because it has been designed to be easily portable and adaptable to your location. It is available on mobile (Android or IOS) and tablets (Android or IOS).

Your clients won’t need to do anything as this change is purely focused on how you access our Platform.

We are preparing a full usage guide and video tutorial for the new identity management system which will be sent to users to coincide with our launch date. Alternatively for more information, please contact your Platform Relationship Manager.

Our launch date for the new login system is currently scheduled for early Q1 of 2025.

Using Microsoft Authenticator is a straightforward process. Here’s how to get started:

Download the App

For iOS: Open the App Store, search for "Microsoft Authenticator," and download it.

For Android: Open the Google Play Store, search for "Microsoft Authenticator," and download it.

Set Up the App

Open the app after installation. You may need to allow certain permissions, like notifications.

Add Your Account

Tap the + icon or "Add account." Choose the type of account you want to add (e.g., Microsoft account, work or school account, or other).

Link Your Account

For Microsoft Accounts: Sign in using your Microsoft credentials. You might be prompted to verify your identity via a code sent to your email or phone.

For Other Accounts: Follow the instructions provided by the service to set up two-factor authentication. This usually involves scanning a QR code or entering a code manually.

Using the Authenticator

Once set up, the app will generate a time-based one-time password for each account. When prompted for a code during sign-in, simply open the app and enter the displayed code.

Backup Your Accounts

to avoid losing access to your accounts, consider enabling cloud backup in the app settings. This can help restore your accounts if you switch devices.

Additional Features

You can use the app for password less sign-in if supported by your account.

You can also enable notifications for easy approval of sign-ins.

Please follow these steps in order to gain access to your account on launch day. If you have your Microsoft Authenticator app downloaded and account set up with your 7IM associated email beforehand, it will make the process faster for you on launch.

1. Navigate to platform login as normal.
2. Enter the email associated with your account and your current password.
3. Your password will be expired by us and you’ll be asked to update it to match the up-to-date Microsoft security standards.
4. Follow the instructions from the login page and use the Microsoft Authenticator App to access the platform.
5. Follow the Microsoft Authenticator instructions.
6. Once set up is complete, enter the code displayed on your Authenticator app.
7. Gain access to your account.

We will also be publishing a full usage guide and tutorial video which will be sent to users to coincide with our launch date.

The new self-service password process will be a completely automated way to generate a new password whether you have forgotten your password or wish to change your current one. This process will also be two factor authentication (2FA). This 2FA is:

• A code sent to your email.
• A code sent to your Microsoft Authenticator app.

To reset your password:

1. Select the “forgotten password” option on the credential page.
2. Enter the email associated with your account.
3. A code will be sent to your email.
4. Enter the unique code you receive.
5. A code will then be sent to your Microsoft Authenticator.
6. Enter the generated code.
7. Change your password within the password rules.
8. Navigate back to the main login page and login as normal with your new password.

You’ll need three things to log in: your email address, password and the Microsoft Authentication app.

To log in to our platform under our new login process, you will be using your email instead of your username. This email will be the email currently linked to your 7IM account.

Passwords are changing to meet higher security standards. You will be guided by Microsoft’s password rules to create your new password.

Once you have set up your Microsoft Authenticator and entered your code you will be prompted to change your password.

Yes, passwords can be reset easily by yourself with our new self-service password process.

Yes, you will be able to access the platform with your multiple role types. You’ll now be able to use one email address to access all your 7IM logins using the Microsoft authenticator app. This email will be the email you used when you signed up to 7IM.

There are several reasons why your Authenticator app may not be working:

1. Your device needs to be updated. Check your devices settings to see if there is a software update due.
2. Your device could be too old. If your device’s latest software update is more than a year old and won’t accept any new updates you will need to switch to a more modern device.
3. You aren’t using a mobile device. A reminder that you cannot download Microsoft Authenticator onto laptops so if you do need to switch or buy a new device it must be a mobile phone or tablet.

You can find the details of the systems requirements to support the Microsoft Authenticator app on App Store and the Google Play Store.

To move your Microsoft Authenticator account to a new phone, follow the steps:

Option 1: Add a single account

• Download the Authenticator app on your new phone/ tablet.
• Select “Add School or Work Account.”
• Type in your account email and password.
• Your new device will then show you a code which you will have to authenticate via your existing account on your old device.
• Once authenticated your account will be set up on your new device.
• Delete Microsoft Authenticator from your old device.

Option 2: Recover multiple accounts

1. Backup your current Authenticator app:

• Open the Microsoft Authenticator app on your old phone.
• Go to settings (tap on the three dots in the upper right corner).
• Enable cloud backup (if available) by toggling on the “Cloud backup” option. This usually requires a Microsoft account.

2. Install the Authenticator app on your new phone

• Download and install the Microsoft Authenticator app from the App Store (iOS) or Google Play Store (Android).

3. Restore your accounts on the new phone

• Open the Authenticator app on your new phone.
• Sign in with the same Microsoft account you used for the backup.
• Follow the prompts to restore your accounts from the backup.

4. Reconfigure any accounts if necessary

• Some accounts might require you to scan a QR code or enter a setup code again for security reasons.

5. Test the accounts

• Ensure that the codes generated on your new phone work by logging into the associated accounts.

6. Remove the app from your old phone

• Once you’ve confirmed everything works on your new phone, you can uninstall the Authenticator app from your old device.

If you didn't have cloud backup enabled, you might need to manually set up each account again on your new phone.