E-ID & MFA (Staff) - Troubleshooting Guide for Admitted Student Day
This guide provides troubleshooting steps for staff assisting incoming students with E-ID creation, password resets, and Multi-Factor Authentication (MFA) issues during Admitted Student Day.
Student Has Not Activated E-ID
- Direct the student to navigate to
link.siue.edu/eid-activate(Or have them scan the QR code below from their device).
- Walk through the steps with the student. The student will receive their E-ID and password on the final page.
- Common Errors: If the student receives an error indicating incorrect information, it is usually due to one of the following:
- Middle initial mismatch: The student does not have a middle initial on file with the University. Have them try again without entering a middle initial.
- Incomplete student ID number: The student must enter the full 9‑digit student ID, including the “800”.
- Incomplete year entry: The student must enter all four digits of the year.
- If the process still fails, message the Help Desk via the Teams channel for assistance.
Student is Unsure if they Activated Their E-ID
- Message the Help Desk in Teams with the student's name and 800 number.
- The Help Desk will look them up in SNAPs.
- If an e-ID exists, proceed to the Student Forgot Their E-ID Password steps below.
- If no e-ID exists, proceed to the Student Has Not Activated Their E-ID steps above.
Student Forgot Their E-ID Password
- Verify the student's photo ID.
- Message the Help Desk in Teams using the following format to indicate a photo ID has been verified:
John Smith (80012345) needs a password reset. - The Help Desk will reset the password to the standard temporary password and confirm once completed. Note: only authorized staff have access to the standard temporary password details.
Student Cannot Complete or Access MFA
- Ask the student whether they previously set up MFA on a device they do not have with them (e.g., an old phone, a replaced device, or a device left at home).
- If they have an old device registered, verify their photo ID.
- Message the Help Desk in Teams with the student's name and 800 number, noting that their ID has been checked. The Help Desk will then either remove the old MFA device or issue a 24-hour MFA exemption so the student can sign in and re-enroll a new device.
- If the student has never set up MFA before, they will be prompted to set it up when attempting to log in to any SIUE service. If issues occur during initial setup, escalate to the Help Desk chat.
Need Additional Support?
If you have any questions or need further assistance, please contact the ITS Help Desk:
- Call: (618) 650-5500
- Email: help@siue.edu
- Visit: Lovejoy Library Room 0005 during regular business hours.
This guide aims to provide useful information, but as technology changes, interfaces or steps might vary. Please use the Comment button to let us know if anything differs from your experience. Your feedback helps us keep this information accurate. Thank you!