I am having trouble with my password, what can I do?

If you are unable to log in to some of the University sites or services there are a few steps you can follow to help pinpoint the issue. Follow the steps below and if you are then still having problems, there are some next steps at the bottom. 

New students

The first step is to check if you have set up your University login, especially if you are a new student. If you have set up your account and you are still having problems you can try resetting your password.

If you have already set your account up, then please follow the steps below. If possible, use a computer or laptop rather than a mobile phone or tablet, we recommend using Chrome as your browser.

Step one

A good place to start is to clear your cache and cookies completely, as something may be causing a conflict. Web browsers often record little bits of information (cookies) to save time later and to help remember passwords.

If you are unsure how to clear your cache and cookies you can find instructions for doing this for your web browser through our guide. This sounds like a simple step but can often resolve the issues you are having. 

As an alternative, you can also try using your browser in incognito mode as this will let you log in without being affected by cookies. This is especially important if you are also using your device for work, or sharing it with someone else. 

Step two

Ensure you have setup your Multi-Factor Authentication (MFA) for your University account. This is required on all accounts, if this is not yet setup you will need to complete the process to continue logging in.

Step three

Visit the University user portal and try to login. If you cannot login at this point then you will need to reset your password, there is a forgotten password link on the page to allow you to do that.

Step four

Once you can log in to your account on the University user portal then the next thing to do is open up a new tab and go to the University home page and click on the Student Hub link on the top right of the screen. You will need to use your University login at this point again. Please do not use any saved bookmarks to go straight to the Student Hub from the University home page. If this works, we can be assured that your password is okay.

I am having further issues, how can I reach IT Services?

If you are having any further issues, you can contact us through one of the following methods:

• You can report an issue in person at the IT Services helpdesk on the ground floor of the Learning Hub
• You can raise an IT ticket in the IT self-service portal
• You can also call us on 01604 893333
• If you are an international student, you can email us on Int_ITSupport@northampton.ac.uk 

Our opening times are:

• Monday to Thursday: 8am to 5pm
• Friday: 8am to 9am and then 10am to 5pm