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Password Reset Application-FAQ
1. I receive an error message that there is no enrollment data
for my ID number. I try to enroll but don't remember my current password.
What should I do?
Present a valid picture ID in person to the ITS Help Desk. They will
then issue a new password for your account. Once you have a working password, please enroll in the
Password Reset Application to be able to use this service in the future.
2. I have already enrolled, but can't remember the correct answer
to my security questions.
You will need to Enroll again and provide new answers to your security
questions. However, you will need a working password in order to enroll.
If you need a password reset, please see the instructions above.
3. What is the difference between Unlock and Reset?
If you have attempted to logon to your SMU account several times in a row
but were unsuccessful, your account may be locked. If you click the Unlock
icon, you will be prompted to answer your security questions. However, you will
not be prompted to change your password. Once your account is unlocked,
you should try to access your account again using your current SMU password.
If you are still unable to login, return to the Password Reset Application and
Reset your password. The Reset icon, will allow you to select a new
password and will automatically unlock your account.
4. During enrollment, I receive the error message that the
username,domain or password is incorrect. However, I know that the password is a
working password.
First be sure that you are entering your SMU ID number without the hyphen. Some accounts
do not have permissions to use this application. This includes Restricted
Student Worker accounts, Administrator accounts, and any accounts that are
disabled or expired. If none of these apply, please contact the ITS Help
Desk
