Accounts: Forgot Password

Before You Begin

  • You need your university user ID.
  • You must have access to your recovery email or mobile phone.
  • Your new password must meet the university’s password policy (ISO-008 v2.2).

Objective or Task

Reset your account password if you have forgotten it.

Instructions

  1. Go to https://identity.louisville.edu.
  2. Click the Forgot Your Password button.
  3. Enter your user ID and click NEXT.
  4. Click Forgot your password? in the bottom right corner of the window.
  5. Enter your first name, last name and user ID.
  6. Complete the CAPTCHA by checking the I’m not a robot box, check the box to acknowledge text messages will be sent to your mobile device, then click SUBMIT.
  7. Select where you want the PIN sent (recovery email address, recovery mobile phone number or both), then click SEND PIN.
  8. Retrieve the PIN that was sent and enter it, then click VALIDATE PIN.
  9. Once the PIN is validated, enter your new password. Make sure it meets the university’s password policy, which is displayed on the right side of the screen.
  10. Click RESET PASSWORD.
  11. You will see a confirmation message when your password is successfully reset. You will also receive an email or text message.

Outcome

Your password will be reset and you will receive a confirmation message by email or text. You can now log in to university systems with your new password.

Need Additional Help

  • Contact the ITS HelpDesk: Call 502-852-7997 during business hours:
    • Monday through Thursday: 6:00am – 10:00pm
    • Friday: 6:00am – 5:00pm
    • Saturday: 7:00am – 5:00pm
    • Sunday: 10:00am – 10:00pm
    • University Holidays: 7:00am – 5:00pm
    • Closed on Thanksgiving, the day after Thanksgiving, and Christmas.
    • If you have an emergency during off hours, call the HelpDesk to be transferred to an on-call technician, or leave your request on voicemail. Your call will be returned the next day starting at 7am unless you specify a time.
  • Live Chat: Chat with the ITS HelpDesk at https://apps.louisville.edu/it/livechat/phplive.php during business hours.
  • Submit a Ticket: Use the self-service portal at http://service.louisville.edu to log requests or check the status of existing tickets.
  • In-Person Support: Visit the iTechConnect 1:1 help located on the lower level of the Miller Information Technology Center, Belknap Campus, during business hours.