Overview
When attempting to sign into certain institutional services (such as Colleague Student Self-Service), you may receive an authentication method mismatch error if your account is configured for passwordless phone sign-in. This guide explains why this happens and provides step-by-step instructions to resolve the error by signing in with your password instead.
Applies to: Faculty Staff Students
Diagnosis
Troubleshooting
Symptoms
●Error message displayed: “Authentication method 'MultiFactor, PasswordlessPhoneSignIn' by which the user authenticated with the service doesn't match requested authentication method 'Password, ProtectedTransport'. Contact the Colleague - Self-Service - PROD - Student Self Service application owner.”
●Sign-in process fails or loops back after approving the Microsoft Authenticator prompt on your mobile device.
Fig. 1: Authentication method mismatch error
Possible Causes
●Some third-party applications and vendor platforms (such as Colleague Self-Service) do not permit passwordless authentication methods.
●The service specifically requires authentication via standard password entry combined with secure transport.
Affected Systems / Services
●Colleague Self-Service / Student Self-Service
●Select third-party services that do not support Microsoft Passwordless Sign-In
Resolution
How to Fix
1 Initiate Sign-In on the Service Page
Navigate to the application or site you are attempting to access.
●Enter your Columbia College username and click Next.
2 Select Other Ways to Sign In
If the page attempts to prompt your mobile device for passwordless sign-in automatically, switch to password entry.
●Click Other Ways to Sign In, or click the blue link that says “Use your face, fingerprint, PIN, or security key instead” to view alternate options.
●Select Use your password from the list of sign-in options, then enter your account password.
Fig. 2: Microsoft sign-in prompt showing alternate options
3 Clear Browser Cache or Use an Incognito Window
If the browser automatically attempts to sign you in using cached passwordless credentials without offering alternative options:
●Clear your browser cache and cookies (or press Ctrl+Shift+Delete in Chrome / Edge).
●Alternatively, open a new Incognito / InPrivate window and sign in again.
Support & Assistance
Get Help
If you are still experiencing issues after following these steps, please contact the Technology Solutions Help Desk at 573-875-4357 or use the links below: