ITS

Information Technology Services
Information Technology Services

Self-Service Password Reset

The Self-service password reset tool allows you to reset a forgotten password if you have created your Security Questions and have an Alternate Email Address.  If you know your password but would like to change it, use the Change Password utility.

Forgot your password

  1. Go to https://netid.queensu.ca
    • The Welcome to the NetID Profile Manager! screen will open
    • From the Forgot your password section select Step 1: Start password reset

    Screenshot illustrating above step

  2. The Begin the process...  screen will open
    • From the Account Type: drop down menu select your affiliation (Employee or Student/Alumni)
    • In the NetID: field enter your NetID.  Note:  this is not your netID@queensu.ca email address.
    • In the Employee/Student ID: field enter your employee number or your student number
    • Click the Continue button

    Screenshot illustrating above step

  3. The Reset Your Password - Choose Password Reset Option screen will open
    • There are two methods to Reset your password:
    • If you have created your Security Questions and provided an Alternate Email Address you can choose either method
    • If you only provide an Alternate Email Address you can choose to receive an email with a recovery code
    • If you only provided Security Questions your can choose to answer your security questions.  If the correct answers are provided you will be able to set a new password.
    • If you did not create Security Questions or provide an Alternate Email Address you will not be able to use the Self-Service Password Reset tool.  Contact the IT Support Centre for help.
    • Choose which reset method you want to use and follow the appropriate instructions below

    Screenshot illustrating above step

  1. From the Forgot your password section select Step 1: Start password reset
    • You must have already provided your alternate email address to use this option.
    • If you have not, and you have not created Security Questions you will need to contact the ITSC for assistance.

    Screenshot illustrating above step

  2. The Reset Your Password - Verify Your Identity screen will open
    • From the Account Type drop down menu select your ID type:  Employee or Student/Alumni
    • In the NetID field enter your NetID.  Note:  you must use your NetID, not an email alias
    • In the Employee/Student ID: field enter your Student number or Employee number
    • Click the CONTINUE button

    Screenshot illustrating above step

  3. The Reset your Password - Choose Password Reset Option screen will open
    • Select Send a recovery code to my alternate email address (... @hotmail.com)
    • Click the Continue button

    screenshot illustrating above step

  4. Go to your alternate email account and log in 
    • Look for the email from my.netid@queensu.ca with a subject of Account Recovery Pin 
    • Open the email

    screenshot illustrating above step

  5. Open the Account Recovery Pin email
    • Look for the account recovery code PIN and copy it.
    • Note:  the PIN is only good for a short while
    • Return to the NetID Profile Manager

    Screenshot illustrating above step

  6. Return to the NetID Profile Manager
    • From the Forgot your password section select Step 2: Complete password reset

    Screenshot illustrating above step

  7. The Reset Your Password - Verify Your Recovery Code screen will open
    • Enter your NetID
    • Paste the Recovery Code you copied from the email
    • Click the Continue button

    Screenshot illustrating above step

  8. The Reset Your Password - Set New Password screen will open
    • Enter your new password
    • In the Confirm: field re-enter your password.  Do not copy and paste your password - if you made a mistake your will copy the mistake and not be able to access your account
    • Click the Continue button

    Screenshot illustrating above step

  9. The Reset Your Password - Password Reset Successful
    • Your password has been reset
    • You will need to change any stored passwords - email, wireless connections, etc.
    • Click the Continue button
    • Note:  you will immediately have access to your NetID account; It will take about 5 minutes to regain access to your email account;  It may take longer for other services to update.

    Screenshot illustrating above step

  10. The NetID Profile Manager screen will re-open
    • If there are other tasks you would like to perform within the NetID Profile Manager you may now log in.
    • Otherwise you can close the screen.

    Screenshot illustrating above step

To use this method you must have previously created security question.  
  1. The Reset Your Password - Choose Password Reset Option screen will open
    • Select Answer my pre-established security questions
    • Click the Continue button

    Screenshot illustrating above step

  2. The Reset Your Password - Answer Your Security Questions screen will open.
    • You will need to answer at least 3 of the questions.  Note:  if you have changed your security questions you will have all your old questions as well as your new security questions.
    • Click the Continue button

    Screenshot illustrating above step

  3. The Reset Your Password - Set your new password to recover your account screen will open
    • Note:  you cannot re-use an old password
    • Enter your new password following the length and characters rules
    • Confirm your new password
    • Click the Continue button

    screenshot illustrating above step

  4. The Reset Your Password - Password Reset Successful screen will open
    • Click the Continue button

    screenshot illustrating above step

  5. The NetID Profile Manager screen will re-open
    • Your password has been reset and is ready for you to use;  
    • You will immediately have access to your NetID account;
      • It will take about 5 minutes to regain access to your email account;  
      • It may take longer for other services to update.
    • You now have the option to log in to manage your account or close the window

    screenshot illustrating above step

Last Updated: June 15, 2017