FAQ¶
Quick answers to common questions. If your question isn't answered here, contact the TVS SDE team.
How do I refresh my MFA (new phone, lost device, deleted authenticator app)?¶
If you have a new phone, lost your device, or accidentally deleted your authenticator app, you will need to re-register multi-factor authentication (MFA) before you can log in again.
Email the service desk to request an MFA refresh.
Email from your TRE account
You must send this request from the same email address you use to access the TRE. Requests sent from a different address cannot be actioned.
Include the following in your email:
- Full name
- Workspace(s) you have access to
- Reason for the MFA refresh (e.g. new phone, lost device, deleted authenticator app)
More questions will be added to this page over time.
How do I contact the service desk?¶
Email servicedesk.tvssde@ouh.nhs.uk with a clear explanation of the issue you are experiencing. See Contact and support for guidance on what to include.
What are the terms of use and do I need to sign them?¶
Yes — all users must sign a terms of use agreement before accessing the TVS TRE. You will be assigned to the relevant terms of use for your project automatically as part of the onboarding process.
If you believe you have been assigned to the wrong terms of use, or have a question about what you have accepted, contact the TVS service desk. See Contact and support.