---
title: "Get Account Help Without Knowing My Security Questions"
canonical: "https://tech.calpoly.edu/space/CPKB/2424961/Get%20Account%20Help%20Without%20Knowing%20My%20Security%20Questions"
format: markdown
---
If you are locked out of your account and unable to [recover your account on your own](https://myportal.calpoly.edu/s/password) using your security questions, you will need to contact the Service Desk for support. 

1. Contact the [ITS Service Desk](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425055) Monday - Friday from 8 a.m. - 5 p.m. by phone.
2. Verify your identity by providing personally identifiable information (like the last four digits of your Social Security number) as requested by the Service Desk agent.
  1. **If your account is locked**  
The Service Desk agent will unlock your account and confirm you are able to log in with your existing password.
  2. **If your password is no longer working**  
The Service Desk agent will give you a new temporary password that expires three (3) days from the date provided. <span style="color: #bf2600">*If you do not change your password within the given (3-day) period, you'll be locked out of your account.*</span>
3. Log in to the [My Cal Poly Portal](https://myportal.calpoly.edu/) using your temporary password.
4. Go to the **Personal Info tab** to [change your password](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2424940) (See *[Change or reset a known password](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2424940)*).

> ℹ️ - To enable self-service account recovery in the future, when you change your password, you'll be prompted to create or update your security questions.
> ℹ️ - Your account will temporarily lock after four (4) failed password attempts. If you are unable to [recover your account on your own](https://myportal.calpoly.edu/s/password), after 33 minutes your account will unlock and you'll be able to log in again.

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