Access & Account Issues
Account and access issues can disrupt your work immediately. Most common issues like forgotten passwords can be resolved quickly through self-service. Follow the steps below based on your specific issue.
1 Forgotten Password / Cannot Log In
1. Verify you are using the correct username (typically your company email address).
2. Check Caps Lock is off. Passwords are case-sensitive.
3. Use the Self-Service Password Reset (SSPR) portal if available. Click Forgot Password on the login screen.
4. If SSPR is not available, contact IT via the support portal or phone for a password reset.
5. After resetting, update saved passwords in your browser or password manager.
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SECURITY REMINDER: Never share your password with anyone, including IT staff. IT will never ask for your password. Legitimate password resets are done through secure portals or verified processes. |
2 Account Locked Out
An account is typically locked after multiple failed login attempts. This is a security feature.
1. Wait 15-30 minutes. Some systems automatically unlock accounts after a cooling period.
2. Check all devices where your account is used (phone, tablet, other computers). A saved wrong password can trigger repeated lockouts.
3. Update saved credentials on all devices before attempting to unlock.
4. Contact IT via the support portal to unlock your account manually.