Reset Password Troubleshooting

Troubleshooting

"Continue" Button Not Working

• If you entered your NetID and cannot click the "Continue" 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 "Continue" button is not working after entering your password, ensure your password does not contain one of these characters: 
  • < > ​​​​​(these characters are not allowed)

Error After Entering NetID 

• If you entered 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, then try again.
• If the password reset system says the service is "temporarily unavailable" to you, your account has been locked due to the invalid password reset attempts.
  • You need to wait 15 minutes for the lockout to expire.
  • Or unlock your account via the NetID Self-Service Portal. 

Not Receiving Security Code

• If you entered your NetID and did not receive a security code, please ensure you have access to the method selected.
  • The system sends a code to your personal (non-UTD) email address and phone number on file.
    • If needed, your personal email can be changed in Galaxy.
    • Make sure you check your spam/junk folder as well.
  • Or select another method to authenticate yourself:
    • Text 
    • Voice message 
    • Email 
    • Code provided by Service Desk 
      • Contact the OIT Service Desk for code.

Security Code Not Working

• If the security code you received is not working, make sure you are using the newest/recent 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.
  • Make sure you are entering the code correctly. 

Error After Entering New Password

• If the system is not accepting your password, make sure the password conforms to the policies listed on the page.
  • Make sure your new password is not similar to any previous passwords you have used at UTD.
  • Make sure you select Reset Password and not "Unlock Account" on the NetID Self-Service Portal. 
  • 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.