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:
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.
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.
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.
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.
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.
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. |