Support

Common problems and solutions

If the app is saying “Oops, something went wrong” or similar when trying to authenticate then your app is most likely not updated to the latest version.
Open up your Play Store (Android) or App Store (iPhone/iPad) and view available updates. If no updates are available, search for “microsoft authenticator” in the store and see if an update is available.

If it’s still not working you need to reconfigure the app. This is quick and simple to do, and instructions can be found further down under “I have a new phone and I need to configure the app again”.

This can happen. Simply refresh the website and try again.

Note: If you’re already using the Outlook app on your phone, you do not have to do these steps!

We recommend that you start using Microsoft Outlook. This app is designed for Office 365, and is constantly updated with new features.
You can download Microsoft Outlook from the Play Store on your phone. Setting it up is done by simply entering your email address and password, and signing in with MFA.

If you really want to keep using the old Mail app, you have to re-add the account using the correct method of signing in.

The below steps is presented on a Samsung Galaxy S8. The experience may be slightly different on another Android device, but the primary steps are the same:

Remove old account, add new account and opt to sign in rather than setting up the account manually with inbound/outbound server and so on.

 

1. Open the Mail app, go to settings, and remove your existing account. All your data is safe in the cloud.

 

2. Tapp the account:

 

3. Tap Remove:

 

4. Go back to Settings, and click Add account:

 

5. Enter your orkla.biz account (important!) and sign in:

 

6. Approve the authentication request:

 

7. Approve the permission request:

 

8. You may be asked to Update your security settings. Do so if asked.

 

9. You’re done. Your emails and calendar events should now start downloading to your phone. Note that it may take a while to synchronize everything.

Note: If you’re already using the Outlook app on your phone, you do not have to do these steps!

We recommend that you start using Microsoft Outlook. This app is designed for Office 365, and is constantly updated with new features.
You can download Microsoft Outlook from the AppStore on your phone. Setting it up is done by simply entering your email address and password, and signing in with MFA.

If you really want to keep using the old Mail app, you have to re-add the account using the correct method of signing in.

Do the following:

1. Open Settings, and scroll down to Passwords & Accounts:

2. Click Exchange or Orkla Mail:

3. Click Delete Account, then confirm. Don’t worry, nothing is locally stored on your device, and note that it may take a little while.

 

 

4. Click Add Account:

 

5. Select Exchange:

 

6. Really important: Enter your @orkla.biz username below, NOT your email address.

 

7. Tap Sign in.

 

8. Enter your password and tap Sign in.

 

9. Check the box to not ask again for 30 days, then approve the authentication request on your device.

 

10. Accept the required permissions.

 

11. Tap Save.

12. You should now see that your mail and calendar is downloading. It may take a while before everything is synchronized.

 

 

 

 

You can manage you MFA profile on https://aka.ms/mfasetup

If you want to switch from phone or SMS authentication to the app do the following:

1. Open up https://aka.ms/mfasetup.
2. In the top drop down box select “Notify me through the app”.
3. Check the box Authenticator app or token
4. Click Set up Authenticator app.

5. Go to https://www.orkla.com/mfa/android-multi-factor-authentication/android/#authenticator and continue from Step 7 to download and configure the app.

You can manage you MFA profile on https://aka.ms/mfasetup.

If you want to switch from phone or SMS authentication to the app do the following:

1. Open up https://aka.ms/mfasetup.
2. In the top drop down box select “Notify me through the app”.
3. Check the box Authenticator app or token
4. Click Set up Authenticator app.

5. Go to https://www.orkla.com/mfa/ios-multi-factor-authentication/iphone/#authenticator and continue from Step 7 to download and configure the app.

You can manage you MFA profile on https://aka.ms/mfasetup.

If you want to set up the app on a new phone do the following:

1. Open up https://aka.ms/mfasetup.
2. In the top drop down box ensure “Notify me through the app”. is selected.
3. Click Set up Authenticator app.

4. Go to https://www.orkla.com/mfa/android-multi-factor-authentication/android/#authenticator and continue from Step 7 to download and configure the app.

You can manage you MFA profile on https://aka.ms/mfasetup.

If you want to set up the app on a new phone do the following:

1. Open up https://aka.ms/mfasetup.
2. In the top drop down box ensure “Notify me through the app”. is selected.
3. Click Set up Authenticator app.

4. Go to https://www.orkla.com/mfa/ios-multi-factor-authentication/iphone/#authenticator and continue from Step 7 to download and configure the app.

Service Desk is ready to help. You can contact them at

  • Norway: +47 21075084
  • Sweden: +46 8 50513595
  • Denmark: +45 3272 7759

Enter Customer Code 2426

Please note: Use any one of the above numbers if your location is not listed.