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Self-Service Password Reset FAQ

Document ID 829


How does Self-Service Password Reset (SSPR) benefit me?

How does the Self-Service Password Reset work?

What if I don't want my account to have this feature?

What is the Assisted Password Reset (Over the Phone) option?

Why am I receiving the error message: "You are unable to use this service because you do not have your alternate contact information stored in our records..."?

Can I change my alternate contact information after it has been set up?

Can I set up both an email address and a phone number?

What is a good alternate email address?

What is a good phone number?

How do I confirm my alternate email address?

How do I confirm my phone number?

What is the phone number that the text message comes from?

Can I call this number for assistance with my password?


How does Self-Service Password Reset (SSPR) benefit me?

SSPR allows you to reset your forgotten NetID password at any time, from any place, should you forget it. Without it, you must contact Help Desk Central by phone or in person, or visit an Open Access Lab, to reset a forgotten password. To learn how to set up SSPR, visit Setting up Self-Service Password Reset.


How does the Self-Service Password Reset work?

If you forget your password, SSPR sends a temporary access code to your mobile phone number or alternate email address. This code allows you to reset your NetID password. You must set up SSPR before forgetting your password to use it.


What if I don't want my account to have this feature?

By default, the service is disabled.  If you enable the service and later decide that you want to disable the feature, visit http://gateway.tamu.edu and click Password Settings. Click Do not allow Self-Service Password Reset on my account. If I forget my password, I will appear in person to change it. You will then need to call or visit Help Desk Central to reset your password.


What is the Assisted Password Reset (Over the Phone) option?

Assisted Password Reset is where you call or visit Help Desk Central to reset your password. Some people are not allowed to call Help Desk Central to reset their password because they have access to sensitive information. Those people MUST visit Help Desk Central in person to reset their password or us Self-Service Password Reset.


Why am I receiving the error message: "You are unable to use this service because you do not have your alternate contact information stored in our records..."?

You have not provided your mobile phone number or alternate email address so you cannot use Self-Service Password Reset. You must call or visit Help Desk Central, or visit an Open Access Lab, to reset your password.


Can I change my alternate contact information after it has been set up?

Yes, you can change your contact information at any time. It is highly recommended that you check your information every six months to keep your information as up-to-date as possible.


Can I set up both an email address and a phone number?

Yes, providing both a mobile phone number and alternate email address will benefit you in the event that one changes.


What is a good alternate email address?

Any email address that does not require a NetID login.


What is a good phone number?

Any phone number that is able to receive SMS text messages.


How do I confirm my alternate email address?

You will receive an email with a confirmation link that you can click to confirm your email address.


How do I confirm my phone number?

You will receive a text with a code that you must type into your web browser.


What is the phone number that the text message comes from?

979.739.6827


Can I call this number for assistance with my password?

No, this number will not receive calls. If you need assistance with your password, please contact Help Desk Central at 979.845.8300.


If you have any further questions, please email helpdesk@tamu.edu or call us at 979.845.8300.



Document ID 829
October 2, 2013
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