ITS

Information Technology Services
Information Technology Services

NetID FAQs

ITS has gathered a listing of frequently asked questions. If you have a question that is not found on this list, please contact the IT Support Centre by calling 613.533.6666 during regular business hours or by filling out the online help form.


Q. How do I activate my NetID?

The NetID activation page is located at: https://netid.queensu.ca/self-service.

Step-by-step instructions are available in this tutorial: Activate your NetID.

Q. Can I have my NetID changed? -- NEW

NetID name changes are only allowed in rare circumstances. In many online systems at Queen's, you are uniquely identified by your NetID and having it changed could result in the loss of data or access. Due to this, ITS only allows NetID name changes in circumstances where harassment has occurred.

Q. What is my password?

Students and Employees

We do not have access to your NetID password. However, we can reset the password if you forget it.

Students and Employees have the following options:

  1. If you created your Security Questions and supplied an Alternate Email Address, you can go to the NetID Profile Manager and use the Self-Service Password Reset Tool. 
  2. Bring photo ID to the IT Helpdesk, located on lower level of Stauffer Library (Monday to Friday: 9 a.m. - 12 p.m., 1 - 4 p.m.)
  3. Call the IT Support Centre at x36666 for a password reset.
  4. Contact your ITAdmin Rep who will submit a password request on your behalf.

Alumni

  1. Alumni who did not create their Security Questions and provided an alternate email address should contact the Alumni Contact Centre at 1.800.267.7837 (Monday through Friday, 8:00 am to 5:00 pm.) for assistance.
  2. Alumni who have already created their Security Questions, can log into the NetID Profile Manager and use the Self-Service Password Reset Tool to reset their password.
Q. How do I change my NetID password?

To change your NetID password, go to https://netid.queensu.ca/self-service. See the Change Password Tutorial for step-by-step instructions.

Q. I just ran NetID account activation and it's not working. Why?
  1. Make sure you are using the correct student number and birthdate. If you are unsure of your student number, please contact the Registrar's Office at 613.533.2040.
  2. If you received your NetID and password but they do not work when you try to use them, you might not have waited long enough. Provisioning time for some services is typically under two hours between 9 a.m. and 7 p.m. Requests submitted after 7 p.m. will be processed overnight.
Q. I received an email requesting my password. Should I reply?

No! ITS will never ask for your NetID password.

If you receive such an email - delete it! It is an attempt to steal your password to gain access to your accounts. This is known as Phishing and Identity Theft.

If you have any questions or concerns, contact the IT Support Centre at 613.533.6666.

Q. I have forgotten my password. What should I do?

Students and Employees

  1. If you created your Security Questions and supplied an Alternate Email Address, you can log into the NetID Profile Manager and use the Self-Service Password Reset Tool.
  2. Bring photo ID to the IT Helpdesk, located on lower level of Stauffer Library (Monday to Friday: 9 a.m. - 12 p.m., 1 - 4 p.m.)
  3. Call the IT Support Centre at x36666 for a password reset.
  4. Contact your ITAdmin Rep who will submit a password request on your behalf.

Alumni

  1. Alumni who did not create their Security Questions and provided an alternate email address should contact the Alumni Contact Centre at 1.800.267.7837 (Monday through Friday, 8:00 am to 5:00 pm.) for assistance.
  2. Alumni who have already created their Security Questions can  log into the NetID Profile Manager and use the Self-Service Password Reset Tool.
Q. I have activated my NetID, but my name is displayed in all capital letters. What should I do?

There is a known issue with some accounts where the email alias is generated in all caps. For example, JOHN.DOE@queensu.ca, instead of john.doe@queensu.ca. If you are experiencing this problem, please call the IT Support Centre at 613.533.6666, or fill out the online help form.

The name associated with your NetID is based on your legal name, as determined by records from either Human Resources (faculty and staff), or the University Registrar (students and alumni). Changes to your legal name must first be initiated through these offices before they will take effect.

Faculty and Staff

Changes to your legal name should first go through Human Resources. For more information, please visit the Human Resources website: Changing Personal Information.

Please note: This is not the same as changing your "Preferred Name" in the Global Address List (GAL). GAL changes will not have any effect on your NetID or email alias.

If you are a current member of faculty or staff who is also an alumnus of Queen's, you may have two separate NetID accounts. To update your alumni account, you will also need to change your name with the Registrar. Please refer to the "Students and Alumni" section below for more information.

Students and Alumni

First make sure that you have changed your legal name with the University Registrar, by completing and sending in the Name Change Request Form (PDF).

If you have sent in your form and have not seen any changes take effect within 4-5 days, you should contact the IT Support Centre to change your preferred name. We will need to verify that the change has been made in PeopleSoft. If not, we will ask you to contact the Registrar's office to check on the status of your application.

For more information, please visit the Student Names Policy page on the Registrar's website.