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Get Account Help Without Knowing My Security Questions

If you are locked out of your account and unable to recover your account on your own using your security questions, you will need to contact the Service Desk for support. 

  1. Contact the ITS Service Desk Monday - Friday from 8 a.m. - 5 p.m. by phone.

  2. Verify your identity by providing personally identifiable information (like the last four digits of your Social Security number) as requested by the Service Desk agent.

    1. If your account is locked
      The Service Desk agent will unlock your account and confirm you are able to log in with your existing password. 

    2. If your password is no longer working
      The Service Desk agent will give you a new temporary password that expires three (3) days from the date provided. If you do not change your password within the given (3-day) period, you'll be locked out of your account.

  3. Log in to the My Cal Poly Portal using your temporary password.

  4. Go to the Personal Info tab to change your password (See Change or reset a known password).

  • To enable self-service account recovery in the future, when you change your password, you'll be prompted to create or update your security questions.

  • Your account will temporarily lock after four (4) failed password attempts. If you are unable to recover your account on your own, after 33 minutes your account will unlock and you'll be able to log in again.

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