Errors and Troubleshooting Steps When Resetting Your Password

Purpose

The article outlines the possible issues a user may face while resetting their password and the troubleshooting steps they should take.

Errors and Troubleshooting Steps

"Next" Button Is Not Working

• If you have entered your NetID and cannot click the Next button, try refreshing the page or use a different web browser.
  • If you are on a mobile device, try using a desktop computer.
• If the "Next" button is not working after entering your password, ensure your password does not contain one of these characters (they are not allowed): < >

Error After Entering NetID and Clicking "Next"

• If you enter your NetID and the system gives you an error, you must try to reset your password in a private/incognito browser window, or clear the browser's cache and cookies and then try again.
• If the password reset system says the service is temporarily unavailable to you, the system has locked you out due to the invalid password reset attempts.
  • You need to wait 15 minutes for the lockout to expire.

Not Receiving the Security Code

• If you entered your NetID and did not receive the security code, please ensure you check the correct email address.
  • The system will send the code to whichever personal (non-UTD) email address we have on file for you.
• Make sure you check your spam/junk folder as well.

Security Code Not Working

• If you got the security code, but it is not working, make sure you are using the newest security code.
  • Each time you start the password reset process, a new security code is sent to you. Using an old security code will result in an error.

Error After Entering New Password

• If the system is not accepting your password, make sure it conforms to the policies listed on the page and is not similar to any previous passwords you have used at UTD.
  • Make sure you select password reset and not account unlock on the password reset page.
• If you continue to get errors while resetting your password (particularly ones that say "close all browsers and try again"), try using a different web browser.