ITS

Information Technology Services
Information Technology Services

Self-Service Password Reset

The Self-Service Password Reset Tool allows you to reset a forgotten password.  To use it requires the following to have been previously entered in your NetID profile:

  • You have created your Security Questions and/or
  • You have registered an Alternate Email Address. 

If you know your password but would like to change it, "Login to Manage your account" and then Change Your Password.

Forgot your password

  1. Go to https://netid.queensu.ca
    • 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 Verify Your Identity  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, whichever applies
    • 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 both your Security Questions and provided an Alternate Email Address in your NetID Account Profile, you can choose either method
    • If you only provided 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 had not created Security Questions or and not provided an Alternate Email Address  in your NetID Account Profile at an earlier time, 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 Reset Your Password - Choose Password Reset Option
    • Select Send a recovery code to my alternate email addess (...@emailprovider.com)
    • Click the Continue button
    • Note:  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 IT Support Centre for assistance.

    Screenshot illustrating above step

  2. The Check your email! screen will open
    • An email containing your recovery code has been sent to your alternate email address
    • Click the Continue button

    Screenshot illustrating above step

  3. The NetID Profile Manager screen will re-open
    • Go to your Alternate Email Account and open the email from NetID Profile Manager
    • You can either return to this screen and select Step 2:  Complete password reset or click the link contained in the email.
    • Note:  the Account Recovery Code remains active for less than 1 hour.  If your code expires, repeat the above steps

    screenshot illustrating above step

  4. Go to your alternate email account and log in 
    • Open the email from NetID Profile Manager 
    • Locate the account recovery code within the email and copy it or write it down
    • Click the link within the email to open the Reset Your Password - Verify Your Recovery Code 

    screenshot illustrating above step

  5.  
  6. The Reset Your Password - Verify Your Recover Code screen will open
    • In the NetID: field enter your NetID
    • In the Recovery Code: field enter the recovery code that was copied from the Account Recovery email
    • Click the Continue button

    Screenshot illustrating above step

  7. 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

  8. The Reset Your Password - Set New Password screen will open
    • Your account has been successfully updated and your new password has been saved will be displayed
    • Note:  Your password could take up to 30 minutes to sync with Microsoft Office.  Applications where you have saved your password will prompt you to enter your password.

    Screenshot illustrating above step

  9. The NetID Profile Manager screen will re-open
    • You can log in to Manage your account or you can close the screen

    Screenshot illustrating above step

  10. Another email will be sent to your alternate email account and your Queen's email account
    • This email is an automatic notification that your password has been changed.
    • If you did not initiate this password change contact the IT Support Centre immediately

    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 New Password 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 - Set New Password screen will open
    • The message Your account has been successfully updated and your new password has been saved will be displayed
    • Click the Continue button
    • Note:  Your password could take up to 30 minutes to sync with Microsoft Office.  Applications where you have saved your password will prompt you to enter your password.

    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 now have the option to login to manage your account or close the window

    screenshot illustrating above step

Last Updated: January 26, 2018