Wrong Username or Password

Quick answerBefore you reset anything, check three things: the username format your school uses, Caps Lock, and whether you’re on the right sign-in page. Many “wrong password” errors are really a wrong username or a stale saved password.

What to check

  1. Use the right username formatSome schools use your full school email, others a short ID, NetID or student number. Look at your welcome email or the hint on the sign-in page.
  2. Check Caps Lock and the keyboard languageType your password into a plain text field somewhere safe first, or use the show-password eye icon on the sign-in page.
  3. Watch for extra spacesCopy and paste can add a space at the end of a username or password.
  4. Clear out an old saved passwordBrowsers and password managers often fill in an old password. Delete the saved entry and type it fresh.
  5. Confirm the right pageThe portal, learning system and email can use the same login but live at different addresses. Open the one you need from the school’s official site.
  6. Try a private windowIt rules out stale cookies and saved data.
  7. Reset only if it still failsUse your school’s official reset page, never one from an ad or message.
Tip: if your login works for email but not the portal, or the other way around, note which page shows the error. It helps the IT help desk fix it faster.

FAQ

It works on my phone but not my laptop
The laptop is probably using an old saved password or cookie. Clear the saved login for that site and try a private window.
My login stopped working at the start of a term
Passwords can expire or accounts can change when a new term begins. Check for an email from your school, then use the official reset page or contact IT.
I don’t know my username
Look in your acceptance or welcome email, or ask the school’s IT help desk. See also first-time login.

More help: all login help guides.