FAQs

Question:
How can I resolve if I lost my mobile device or removed the mobile app authenticator?

Answer:
If you lost your mobile device or the mobile app authenticator has been removed, "Re-registration" is needed. Please contact our helpdesk service by email itsd-helpdesk@vtc.edu.hk / 2836-1202 or your local Campus IT Services Support for "Re-registration" procedure.

Tips for you:
Except contact helpdesk service to do "Re-registration", you have two ways to do it by yourself.

Tips 1: Activate one more Mobile Device for Mobile Token authentication. Please refer to FAQ 5.

Tips 2: Save your mobile phone and keep to use "Mobile Token" authentication method. If you lost your mobile device or the mobile app authenticator has been removed, you can choose SMS method and login 2FA service portal for registration.

1. Login 2FA Service Portal with your CNA account.
2. Leave the blank of One-Time Password and click "Cancel or Other Authen Method" button.
3. You will be prompted to select method to verify your account.
4. Choose "Text me at +xxx xxxxxxxx".
5. Input One-Time Password via SMS and click "Authenticate" button.
6. Authentication success and register your mobile device by yourself.