** MFA Setup Instructions & MFA Verification **

1. Guide the user to log in to My CCBC

2. Guide the user to setup the recovery options.

3. After setting up the Recovery options, select Go to MyApps at the bottom right side of the page.

4. Login with the username and password and use the recovery options to log in.

Note: During first-time verification, a code will be sent to the Banner primary contact to either the mobile number or email address on file.

If the user wants to update their security questions/answers, phone & email recovery options, then they can follow the below steps.

1. Guide the user to log in to Verify CCBC

2. Select My Account

3. Add/Update phone number and email; Security questions are optional. 

4) Sign out and then sign in to test if the verification has been updated.

1. Confirm Registered Information:

• Verify the user’s phone number and email address currently registered for MFA.

2. Basic Troubleshooting:

• Ensure the user is using the correct credentials
• If credentials are unknown/expired, use the recovery settings.
• Check that they have access to the registered contact method (phone or email).
• If code is not arriving, try the options below:
  • Resend code
  • check spam/junk email
  • Try the alternate method i.e Security questions
• Use a private/incognito window
• Clear old O365MFA

3. Update Information:

• For Students: Direct them to this Change of Student Information link and submit it to ccbcregistrar@ccbcmd.edu.
• For Employees: Use the Employee Information Change Form ( download the document to your device to enable editing) and submit it to HR.

4. Document Steps and Communications:

Makes the following are included in the ticket if applicable

• Methods taken with the time stamp and details of the issue;exact error text
• Masked contacts on file; were registrar/HR forms sent and when
• Was old O365MFA cleared?

The following conditions are reasons to escalate a ticket:

• Cannot access/ update Recovery
• Repeated Failures
• Suspected lock/sync/back-end issue