--- title: "Passphrase/Password Help" canonical: "https://tech.calpoly.edu/space/CPKB/2424940/Passphrase%2FPassword%20Help" format: markdown --- > ⚠️ **NEW - **visit the updated** ****[Passphrase/Password Requirements](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425396)**** **page for guidance. > ℹ️ **New Student Applicant? ** > ℹ️ Please visit **[Applicant First Time Account Activation](https://www.calpoly.edu/applicant-first-time-account-activation)****.** > ℹ️ > ℹ️ **Participating in Other Programs?** > ℹ️ Please use the **[Self-Service Account Activation](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2709946421)** ## Problem "I can't log in to my Cal Poly account." or "I need to reset my passphrase/password." ## Solutions View the instructions below for assistance with your Cal Poly account passphrase/password, based on your situation. ![An image with an information icon and the words New to Cal Poly. ](media://50e314a1-e9c9-4b4b-97f2-ac8acbeade60)
How to Get a Password # Students > ℹ️ **New Student Applicant? ** > ℹ️ Please visit **[Applicant First Time Account Activation](https://www.calpoly.edu/applicant-first-time-account-activation)****.** > ℹ️ > ℹ️ **Participating in Other Programs?** > ℹ️ Please use the **[Self-Service Account Activation](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2709946421)** > 📝 If you are unable to** **activate your account**, **please** **call the** ****[ITS Service Desk](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/909246477)** at [805-756-7000](tel:8057567000), Monday-Friday, 8 am - 5 pm. Otherwise, submit a [General Help](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/30) request with your Cal Poly username and a good time to reach you. # Staff, Faculty, and Guests If you are a new Cal Poly staff, faculty, or guest and have never logged in to your account, you will need a temporary password: 1. **Call the ****[ITS Service Desk](https://calpoly-sandbox-887.atlassian.net/wiki/spaces/CPKB/pages/71014337)** at [805-756-7000](tel:8057567000) Monday-Friday, 8 am - 5 pm. If you are unable to call, please submit a [General Help](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/30) request with your Cal Poly username and a good time to reach you. > ⚠️ After logging in with your temporary password, don’t forget to [reset your passphrase/password](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/1998684386). ---
![An image with a lock icon and the words Locked Account.](media://46beba8e-9c7b-4fc8-a11f-4af5a1ae1824)
How to Get Unlocked If you can't log in to your Cal Poly account or your password is not working, your account may be locked. Accounts temporarily lock after four (4) incorrect password attempts. Accounts automatically unlock after 33 minutes. If you need help, **contact the ****[ITS Service Desk](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425055)** Monday - Friday from 8 a.m. - 5 p.m. at [805-756-7000](tel:8057567000). > ℹ️ After you reset your password, don’t forget to update your old password anywhere it may be saved to prevent a temporary lock on your Cal Poly account, including: > ℹ️ > ℹ️ - All devices, including desktops, laptops, and mobile devices (phones, tablets, etc.). > ℹ️ - If you have a Cal Poly-owned Mac computer, learn how to [re-sync the Mac password](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/964001911). > ℹ️ - Email programs > ℹ️ - [Wi-Fi settings](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2424954) > ℹ️ - Password managers > ℹ️ - Web browsers ---
![An image with a refresh icon and the words Need to Reset Your Passphrase or Password.](media://2374cc82-e4a4-4e4f-a4c6-e035979e9a31)
How to Reset Your Password > ⚠️ **Before you reset your passphrase/password, please do the following to limit disruptions to Cal Poly resources:** > ⚠️ > ⚠️ - Give yourself at least one hour to update your new passphrase/password on all your devices. > ⚠️ - Gather all your devices (phones, tablets, computers). > ⚠️ - Make sure your [Duo Multifactor-enabled device](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/3637371) is turned on and available. > ⚠️ - Forget the eduroam WiFi network on your [Mac computer](https://support.apple.com/en-us/102480), [iPhone](https://support.apple.com/en-us/102480), [Windows PC](https://support.microsoft.com/en-us/windows/fix-wi-fi-connection-issues-in-windows-9424a1f7-6a3b-65a6-4d78-7f07eee84d2c#:~:text=Forget%20and%20reconnect%20to%20the,it%20and%20entering%20the%20password.) (General Troubleshooting/Step #3), or [Android](https://support.google.com/android/answer/9075847?hl=en#zippy=%2Cremove-a-saved-network). > ⚠️ - Turn off the rest of your devices except for your primary computer. ## Choose the situation that best matches your reset needs… ### **I Forgot My passphrase/password…** ### **I Know My Current passphrase/password and it is Not Expired…** ### > Macro (anchor) **Solano Campus Passphrase/Password Set/Change** > ℹ️ After you reset your password, don’t forget to update your old password anywhere it may be saved to prevent a temporary lock on your Cal Poly account, including: > ℹ️ > ℹ️ - All devices, including desktops, laptops, and mobile devices (phones, tablets, etc.). > ℹ️ - If you have a Cal Poly-owned Mac computer, learn how to [re-sync the Mac password](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/964001911). > ℹ️ - Email programs > ℹ️ - [Wi-Fi settings](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2424954) > ℹ️ - Password managers > ℹ️ - Web browsers > ⚠️ If you can't log in to your Cal Poly account or your passphrase/password is not working, your account may be locked, and will automatically unlock after 33 minutes. If you need help, contact the** ****[ITS Service Desk](https://calpoly.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/CPKB/pages/2425055)** Monday - Friday from 8 a.m. - 5 p.m. at [805-756-7000](tel:8057567000). --- ---
![An image with a calendar logo and the words Expired Passphrase or Password.](media://94138e3a-aab1-4eeb-956d-44ea149ab23c)
Expired Passphrase/Password? If your passphrase/password has **expired** or you are **unable to reset your passphrase/password**: 1. **Call the ****[ITS Service Desk](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425055)**** **Monday - Friday from 8 a.m. - 5 p.m. at [805-756-7000](tel:8057567000) for an assisted passphrase/password change. 2. The ITS Service Desk will provide you with a temporary passphrase/password that expires in three (3) days from the time it is issued. 3. Please follow the above *[Change or reset known ](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/1998684386)**passphrase/password* instructions to complete your passphrase/password reset.
> ✅ After you reset your passphrase/password, don’t forget to update your old passphrase/password anywhere it may be saved to prevent a temporary lock on your Cal Poly account, including: > ✅ > ✅ - All devices, including desktops, laptops, and mobile devices (phones, tablets, etc.). > ✅ - If you have a Cal Poly-owned Mac computer, learn how to [re-sync the Mac password](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/964001911). > ✅ - Email programs > ✅ - [Wi-Fi settings](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2424954) > ✅ - Password managers > ✅ - Web browsers ---