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
- Go to https://identity.louisville.edu.
- Click the Forgot Your Password button.
- Enter your user ID and click NEXT.
- Click Forgot your password? in the bottom right corner of the window.
- Enter your first name, last name and user ID.
- 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.
- Select where you want the PIN sent (recovery email address, recovery mobile phone number or both), then click SEND PIN.
- Retrieve the PIN that was sent and enter it, then click VALIDATE PIN.
- 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.
- Click RESET PASSWORD.
- 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.