I changed my password today or in the past few days and now my account has locked

Most password problems occur soon after you update your password and are related to your old password being stored in a device or application. Here are steps you can take to try and address this type of problem:

Do this:

1. Turn off all of your personal devices such as your laptop, mobile phone, tablet, etc, and log out of any UWSP computers.  

2. If you are working on a UWSP computer, you can log back in. After a password change, logging off and then back into a UWSP computer typically syncs your new password to your UWSP resources.
   

3. One-by-one, turn on your personal devices, connect them to the UWSP wireless network, and update your password in all applications where your password is cached.
   
   For example:
   

   • Your wireless connections to UWSPWireless/Eduroam.
     

   • All email mobile apps where you receive UWSP email.

   • UWSP-related mobile apps such as Office 365, OneDrive, Teams, Zoom, your MobilityPrint app or other printing app, etc.
     

4. If you use a UWSP-owned Mac, say Yes to the prompt, “Should we update the keychain password?” Important: Passwords changed off-campus will prompt when back on the UWSP network.
   

If you are still experiencing account lockouts: 

• Test to make sure that a cached password was not overlooked.
  Turn off all mobile devices again. Then turn only one device on and wait 30-60 minutes. If your account continues to lock after this time, check to see if a cached password was missed on that device.  Repeat these steps turning on one device at a time until the device and old password that is locking your account is found and updated.
  

• Mac Mail application users: Ensure your email account is updated to your new password to prevent lockouts.  This application runs in the background and retains your old password until updated.
  

Are you confident that no cached UWSP passwords have been overlooked in your devices?

The section below, "I use my password regularly and it's less than six months since it has been changed" may help troubleshoot further.

 I have been using the same password for probably two years and now can no longer log in.

Your password might have expired.  UWSP passwords must be changed every two years. (You may remember receiving emails from the Info Tech Service Desk with a Subject line saying that "It's time to change the password for" your account).  

Expired passwords cannot be unlocked.  To update an expired password, go to our Fix Account page and enter your logon name. You will be asked to answer your account security questions prior to creating a new password.

 My account is locked.  I'm confident it has been less than two years since I changed my password and I have been using my password regularly until now.

Try the following troubleshooting steps:

1. Passwords are case sensitive. Check to make sure your computer's caps lock is not enabled.
 
2. Ensure that you are accurately entering your password. 
   To view the password you entered, click the eye icon to the right of the password field. You may notice an incorrect character and easily correct it to log in. This eye icon is also available in the password field when you are logging in or unlocking a UWSP computer.
   
 
3. Test your password.

If you have access to the internet (you may need to use a personal computer or mobile device), go to the Manage your Account page and click "Test Password".  To test, log in with your UWSP username and password as you typically do when accessing UWSP resources.


You will see one of two messages:


• Msg 1: "The password you used is not correct or your account may be locked"
  




If you are sure that your password is correct, your account may be locked.  Try waiting 30 minutes then try logging in again.  Too many incorrect logon attempts can lock an account. Your UWSP account will automatically unlock within 30 minutes with no additional login attempts during that time.





If you think your password is incorrect, you can attempt to reset it.   Go to the Manage your Account page and click "Fix Account".  You will be prompted to answer your account security questions prior to changing your password.


• Msg 2: "The password you used is correct"
  

 



Try logging in again. Your account may have unlocked during this time.

You must activate your network account before you can begin to use UWSP computing resources. For more information visit our Account Information Page.

Visit UWSP's Information Security Office Account Requests page for a list of guest account types and for information on how to request a guest account.

Please see our Student Account removal page for detailed information on when you can expect your UWSP account to be removed after you graduate or otherwise leave UWSP, and steps you should take to prepare for your account removal.