I can't log in to my McGill account


OVERVIEW

Target audience: Entire McGill Community

Issues involving account access make up a large percentage of the calls received by the McGill IT Service Desk. This list of common issues and self-service solutions may help you resolve log-in issues without calling the Service Desk.

In this article:

I have forgotten my McGill password

Forgotten passwords are a fact of life. Fortunately, if your account is protected with Two-Factor Authentication (2FA), you can reset your password from any login window without contacting the IT Service Desk. 

Self-Service solution

  1. Ensure your Two-Factor Authentication (2FA) is enabled. If not, first complete the Two-Factor Authentication (2FA): Setup Instructions.  
  2. In the login window, enter your McGill username, then select "Forgot my password" at the top.



  3. You will be redirected to Microsoft's Self-Service Password Reset (SSPR). For instructions on how to reset your password using SSPR, visit the Reset my McGill password with Self-Service Password Reset (SSPR).

When to call the Service Desk

I need to reset or change my 2FA device

Whether you are setting up a new device or simply wish to change methods, it is easy and simple to update your 2FA device without contacting the IT Service Desk.

Self-service solution

  1. Go to https://myprofile.microsoft.com.

The Microsoft profile user interface

  1. Follow these instructions to change your 2FA settings.

When to call the Service Desk

My account is locked due to multiple log-in attempts, confirmed or suspected fraud, or other security issues

If you are unable to log in with your McGill username and password, your account may have been locked. Accounts can be locked for multiple reasons, including too many failed log-in attempts or suspected security issues.

announcement

IMPORTANT: 1 hour account lock after 10 unsuccessful login attempts

When attempting to log in to an account, it's important to remember that after 10 failed login attempts, the account will be locked for security reasons. If this happens, you'll need to wait one hour before trying to enter your password again. If you attempt to log in before the hour is up, the one-hour counter will reset and you will have to wait another hour. To avoid being locked out for an extended period, it's best to wait for the full hour before attempting to log in again.

Self-Service Solutions

    1. Enter your User ID (which is your McGill username) and the characters. Click Next.



    2. Select "I know my password, but still can’t sign in".

3. Follow the next steps on your screen depending on your 2FA set up. For further instructions, visit the Reset my McGill password with Self-Service Password Reset (SSPR).

Note: If your account is NOT enabled with 2FA, you must wait 1 hour (60 minutes) for your account to unlock. There is no other option. Do not try again until this hour has passed as your account might get locked for a longer period.

When to call the Service Desk

Problem

Self-service solution

When to call the Service Desk

Forgotten password

Use Self-Service Password Reset (SSPR).

Your attempt to use SSPR does not work.

You are a retiree who has not enabled 2FA and SSPR.

Need to reset or change 2FA device

Follow these instructions to change your 2FA settings.

You lost your device or it was stolen and you do not have a secondary method of 2FA enabled.

Your attempt to change 2FA devices fails.

Locked account

Your account will automatically unlock 1 hour after the last attempt.

You waited 1 hour and are still unable to log in.

reference  ADDITIONAL REFERENCES