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If you need help, please contact Exeter IT

Change your password

There are different ways of changing your password without the need to call SID or the IT Helpdesk, depending on whether you have set up multi-factor authentication.

Multi-factor authentication (MFA) is an extra security step at the point of logging in, by using a mobile app, a text message or a phone call to verify who you are. Read more about multi-factor authentication here.

If you have not set up multi-factor authentication, you will need to set up security questions which are used to verify your identity and reset your password.

Once you have set up multi-factor authentication, you will be able to change your password yourself without the need for security questions. This is a feature of multi-factor authentication and does not need to be set up.

Before you start

If you have your University email or Wi-Fi or any other university apps set up on your mobile devices (smart phone or tablet) please disconnect Wi-Fi and 3G or 4G connections on all your devices before you change your password.

If you don't, then you may be locked out of your University IT account.

The easiest way to do this is to "Forget Network" for Wi-Fi and turn off mobile data on all of your devices.

Access to IT services can be interrupted for between 30 minutes and 1 hour after resetting your password. It is highly recommended that you either:
  • reset your password at the end of the working day
  • reset your password and take a lunch break/time away from your device where you require access

Before you change your password you need to save answers to security questions.

This is a one-off task that will allow you to change your password yourself in the future without having to call the SID team.

You need to know your current password to do this.

If you need to change your password or have forgotten it and want to create a new one you will be asked to answer the security questions you have previously saved.

If you have not completed multi-factor authentication: visit this link then follow the on-screen instructions.

If you are staff and/or using a University of Exeter corporate device you can also follow these steps:

  1. Connect to the VPN (or ensure you are connected to the University network whilst on campus).
  2. Press Ctrl + Alt + Delete on your keyboard and then select Change a password.
  3. Choose your new password.
  4. You can then disconnect from the VPN.

If you are able to sign in:

If you know your password and are able to sign in to your account, you can change your password in your account settings on the Office website. The 'change password' page can also be accessed using this link: Change your password.


If you are not able to sign in:

Self-service password reset is a new feature available to people who have multi-factor authentication enabled. It allows you to reset your password without contacting the IT Helpdesk.

  1. If you forget your password, you can select 'Forgotten my password' at the login page to reset it.
  2. On the page titled ‘Get back into your account’, type your university email address into the User ID box, then enter the characters displayed in the picture.
  3. Choose a verification method in order to reset your password. If you have completed the MFA setup, you should have the option to send a code to your phone, or to enter a code from the Microsoft Authenticator app. If you have added an alternative email address, you can also send a code to that email address.
  4. Click on your preferred method and follow the instructions to reset your password.

A full guide on how to use self-service password reset is available here.

Watch a video of the process:


If you cannot get into your account, contact the IT Helpdesk (01392 72 4724).

Make sure you update your new password in Account Settings for your University email, Wi-Fi or any other University apps on all your mobile devices before you reconnect to WiFi or 3G or 4G again.

If you are logged in to your University account on your PC or laptop, log out and back in again using your new password.

You will need to update your WiFi settings (ie the password you use to access the University WiFi) for Eduroam and UoE_Secure when you are on campus.

Please see Stop your account being locked for more details.