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 solutions

1. McGill users whose accounts are protected with Two-Factor Authentication (2FA) can reset their passwords using Self-Service Password Reset (SSPR).
2. If you have forgotten your password but remember your Minerva PIN, you can reset your password in Minerva. Go to the Personal menu, then click Password for McGill Username, and follow the instructions.

When to call the Service Desk

1. Your attempt to use Self-Service Password Reset (SSPR) does not work.
2. You are a retiree or alumnus who has not enabled 2FA and SSPR.
3. You lost your 2FA authentication device or it was stolen and you do not have a secondary, 2FA identified device.
4. You do not remember your Minerva PIN.

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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.

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

When to call the Service Desk

1. You do not have a secondary authentication method  for 2FA enabled.
2. Your attempt to change 2FA devices fails.

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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.

Self-Service Solutions

• If your account is 2FA enabled: If you have MFA enabled and have enrolled in Self-Serve Password Reset (SSPR), you can unlock your account through the Self-Service Password Reset (SSPR). Instead of selecting ‘Forgot my password’ select ‘I know my password, but still can’t sign in’. (See screenshots below)

• If your account is NOT 2FA enabled, 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.
• If you no longer have access to your 2FA device, please call the service desk to reset your 2FA and be able to assign it to another device.

When to call the Service Desk

You should call the Service Desk ONLY if you waited 1 hour and are still unable to log in.

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Problem	Self-service solution	When to call the Service Desk
Forgotten password	Use Self-Service Password Reset (SSPR). If you have forgotten your password but remember your PIN, you can reset your password in Minerva. Go to the Personal menu, then click Password for McGill Username and follow the instructions.	Your attempt to use SSPR does not work. You are a retiree who has not enabled 2FA and SSPR. You do not remember your Minerva PIN.
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.

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