Accounts: How to Update and Manage Your Recovery Information

Objective or Task

Update your recovery email address or mobile phone using the self-service portal.

Instructions

Students and Employees

  1. Go to https://identity.louisville.edu.
  2. Enter your user ID and click NEXT.
  3. Enter your password and click NEXT.
  4. Click the MY PROFILE tab.
  5. Click the PROFILE tab.
  6. Change your recovery email address, your recovery mobile phone, or both.
  7. Click SUBMIT.
  8. Enter the PIN sent to your new recovery email and/or mobile phone in the appropriate field. If you updated both, enter both PINs.
  9. Check for a confirmation message in your new recovery email and your University email, or a confirmation text message if you updated your mobile phone.
  10. View your updated recovery information under MY PROFILE > PROFILE.

 

Service Accounts

  1. Go to https://identity.louisville.edu.
  2. Enter the service account user ID and click NEXT.
  3. Enter the account password and click NEXT.
  4. Click the MY PROFILE tab.
  5. Click the PROFILE tab.
  6. Change the recovery email address, the recovery mobile phone, or both.
  7. Click SUBMIT.
  8. Enter the PIN sent to the service account email and/or mobile phone in the appropriate field. If you updated both, enter both PINs.
  9. Check for a confirmation email in the service account and recovery email, or a confirmation text message if you updated the mobile phone.
  10. View the updated recovery information under MY PROFILE > PROFILE.

 

Sponsored Accounts

Only the sponsored user should update sponsored account recovery information.

  1. Go to https://identity.louisville.edu.
  2. Enter the sponsored account user ID and click NEXT.
  3. Enter the account password and click NEXT.
  4. Click the MY PROFILE tab.
  5. Click the PROFILE tab.
  6. Change the recovery email address, the recovery mobile phone, or both.
  7. Click SUBMIT.
  8. Enter the PIN sent to the sponsored account email and/or mobile phone in the appropriate field. If you updated both, enter both PINs.
  9. Check for a confirmation email in the sponsored account and recovery email, or a confirmation text message if you updated the mobile phone.
  10. View the updated recovery information under MY PROFILE > PROFILE.

Outcome

After completing these steps, your recovery email address and mobile phone will be updated in your profile. You will receive confirmation by email or text message depending on what you changed.

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.
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