I'm 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. Please log in to these sites directly from these links, instead of via your NILE module links or bookmarks. If possible, use a computer or laptop rather than a mobile phone or pad, we recommend using Chrome as your browser.

We have a video to show you how to set your password for the first time:

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, but sometimes they can get in the way. 

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 effected 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. It will ask you your security challenge questions and then you can reset your password.

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.

Step five

Once you have cleared the cache and cookies return to the Student Hub and click on the service you wanted to access (NELSON, or IT Services, for example), if you need to log in then use your University login.

My password still isn't working, who can help me?

There are lots of ways to contact IT Services if you need help or support with your University password:

• You can report an issue in person on the Student Information Desk on the ground floor of the Learning Hub
• There is also a self-service portal where any kind of issue relating to IT can be logged
• You can check or change your password by logging into the user portal and / or clicking 'forgot password?'
• You can also call them on 01604 893333

You can visit IT Services on the SID on the ground floor of the Learning Hub: 

• Mondays to Thursdays 8.30am to 5pm 

• Fridays 10am to 5pm. 

You can also call the IT helpdesk on 01604 893333: 

• Mondays to Thursdays 8am to 5pm 

• Fridays 8am to 9am, and then 10am to 5pm. 

You can also raise a ticket in the IT Portal at any time. 

If you are a student based outside the UK, you can contact IT Services by emailing Int_ITSupport@northampton.ac.uk