Help for Login and MFA Problems

This page covers common issues that users may see when logging in and how to address them. We will also post any outage alerts here as well.



Sign-In Was Blocked | MFA Methods Need To Be Updated | Not Receiving Text Messages | Stale Request



The sign-in was blocked

You may see the message below if you have never set up Azure MFA and you travel to a new physical location or log in from a new device. This issue can be resolved by using the Azure MFA Self Service site. Make sure you have your JHED ID, password, date of birth, and last five digits of your social security number (SSN) readily available.

International students are assigned a generated SSN if they do not have one. View contact information for your school/division to obtain your SSN if you are unsure of what your generated SSN is by visiting this Johns Hopkins University - SIS - Whom Do I Contact for Help?

If you are an employee and do not know your SSN, please view system of record contact information at Knowledge Base - Johns Hopkins Service Automation (service-now.com)



MFA Methods need to be updated

If you have already previously set up Azure MFA and no longer use any of the methods that appear when clicking 'I can't use my authenticator app right now' or 'Sign in another way', you can use the Azure MFA Self Service site. Make sure you have your JHED ID, password, date of birth, and last five digits of your social security number (SSN) readily available.

International students are assigned a generated SSN if they do not have one. View contact information for your school/division to obtain your SSN if you are unsure of what your generated SSN is by visiting this Johns Hopkins University - SIS - Whom Do I Contact for Help?

If you are an employee and do not know your SSN, please view system of record contact information at Knowledge Base - Johns Hopkins Service Automation (service-now.com)



Not Receiving Text Messages

If you are not receiving the text messages for MFA, you may be able to use an alternate method to authenticate.

1. Click 'Sign in another way'.


2. Select a different MFA method such as 'Call +X XXXXXXXX##'.





Stale Request

If you see the following message upon logging in to my.jh.edu or any other Johns Hopkins website, try following the steps below.

If you are using the Chrome Web Browser:
1. Open Chrome
2. Type in url bar chrome://flags
3. In the "search flags" bar at the top, type "samesite"
4. Toggle the setting for "Enable removing SameSite=none cookies" to "disabled"
5. Close all Chrome windows and restart the browser


If you are using any other browser:
Clear cookies
Restart browser
Try typing in URL directly to address bar
Make sure the time is correct on computer
Make sure you are updated to the latest supported OS
Windows MacOS iPhone Android

If following the previous suggestions does not work, please open a ticket with the Help Desk by calling 410-735-HELP.

Use of the Johns Hopkins Enterprise Directory (JHED)
Computer System shall be solely for the business purposes of the Johns Hopkins Institutions. Unauthorized use may subject you to criminal prosecution. Use of this system is monitored. Evidence of unauthorized use collected during monitoring may be used for administrative, criminal or adverse action. Use of this system constitutes consent to monitoring for these purposes, and for any other purpose related to the business interests of the Johns Hopkins Institutions, or as needed to protect system resources.