myOracle troubleshooting guide

If you're asked for an additional authentication step

Depending on the nature of your sign-in, you'll get a prompt for an additional authentication step. This is Multi Factor Authentication (MFA).

To resolve this you have two options.

Option 1: Sign out of the Edge browser and then in again

If you're using the Edge browser it may sometimes ask for an addition authentication step when logging into myOracle. For example, if an update has occurred.

If you sign out of Edge and then back in again this should resolve the issue. To sign out of Edge:

• Go to the profile circle in the top right of the browser
• Select Manage Profiles, then Sign Out
• Close the window and open a new window, at which point the system will ask you to sign back in

Option 2: Complete the steps to setup MFA on your account

This will also allow you to access your myOracle account outside of NCC devices, such as your mobile phone:

• Click next when you see 'more information required'
• If you cannot see a number already saved on screen, click 'I want to set up a different method'
• Under the authentication app option, select 'phone'
• Select the correct country and enter your preferred phone number to receive a code to

We have provided a guide if you need extra notes to set up MFA (PDF) [585KB].

If you're a new starter

Your manager should provide you with information about your Norfolk.gov.uk email address, if relevant. They'll also give you the password to log into your MyOracle account.

Speak to your manager if you do not have this information or are unable to log in following the guidance. If you're unable to log in they'll raise this issue with IT services on your behalf.