Password & Sign-In Help
Having trouble signing in? Start here for help with passwords, account access, multi-factor authentication (MFA), and other common sign-in problems.
What Are You Having Trouble With?
I Forgot My Password
If you cannot remember your password, avoid repeatedly guessing. Multiple unsuccessful attempts may cause your account to become temporarily locked.
If you have an approved self-service password reset option available, follow the prompts provided on the sign-in screen. Otherwise, contact the ROP IT Helpdesk for assistance.
My Account Is Locked
Your account may become locked after multiple unsuccessful sign-in attempts or because of another account issue.
If you receive a message indicating that your account is locked or disabled, contact the ROP IT Helpdesk for assistance.
My Password Isn’t Working
Before contacting IT, check a few simple things:
- Make sure Caps Lock is not turned on.
- Verify that you are using the correct username or email address.
- Carefully re-enter your password.
- Confirm that your computer is connected to the internet.
MFA Isn’t Working
If you are trying to sign in but are not receiving or cannot complete your multi-factor authentication request:
- Make sure your phone has an internet or cellular connection.
- Open your authentication app and check for a pending request.
- Confirm that you are responding to your own sign-in attempt.
- If the problem continues, contact IT.
I Have a New Phone
If you replaced, reset, or lost access to the phone previously used for authentication, your MFA information may need to be updated.
Contact the ROP IT Helpdesk for assistance restoring access and configuring your authentication method.
I Can Sign In Somewhere Else
If your account works on one device but not another, the problem may be with the application, browser, saved credentials, or device rather than your account.
Let the IT technician know which devices or applications work and which ones do not. This can help identify the problem faster.
âš Did You Receive an MFA Request You Didn’t Initiate?
Do not approve it. An unexpected MFA request could mean someone else is attempting to access your account. Deny the request if possible and contact the ROP IT Helpdesk promptly.
What Is MFA?
Multi-factor authentication (MFA) provides an additional layer of security beyond your password. It helps verify that the person signing in is really you.
- Approve authentication requests only when you are actively signing in.
- Never provide an MFA verification code to someone who contacts you.
- Never approve repeated requests just to make the notifications stop.
- If an authentication request seems suspicious, deny it and contact IT.
Before Contacting IT
A few details can help the technician resolve your issue more quickly.
Protect Your Password
ROP IT staff should not need you to provide your password by email, text, or telephone. Never send your password or MFA verification code to another person. If a request seems unusual, stop and contact the Helpdesk through the published support information below.
Still Can’t Sign In?
Contact the Rite of Passage IT Helpdesk. Let the technician know what you are trying to access and the error message you are receiving. They can help determine the next step.
Email the Helpdesk Call (775) 392-2600