Problems with new passwords

If you have changed your password but you still cannot log in to your Roehampton account on your personal device, please see the following advice.

Account locked out

Always ensure that after you change your password, you also update your University password on all your devices - laptops, smartphones, tablets, etc.

If there are out-of-date passwords stored, your devices could be trying to log you in with the wrong password - this can cause your account to be locked out, preventing you from logging in.

You can unlock your account via Password Self Service: https://passwordreset.microsoftonline.com/Default.aspx

Clearing out previous/old (cached) passwords in your browser

If you have old; previous passwords saved in your browser this may stop your new password working.

See below for how to check this out

Google Chrome

💻 https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop

Mozilla Firefox

💻 https://support.mozilla.org/en-US/kb/password-manager-remember-delete-edit-logins

Microsoft Edge

💻 https://support.microsoft.com/en-us/microsoft-edge/save-or-forget-passwords-in-microsoft-edge-b4beecb0-f2a8-1ca0-f26f-9ec247a3f336

Safari (IOS devices: phone; iPad etc)
💻https://support.apple.com/en-gb/104955

Safari (Apple Mac)

💻 https://support.apple.com/en-us/HT211145

Passwords may also be saved/stored elsewhere on your device

Windows Credentials Manager

https://support.microsoft.com/en-gb/windows/accessing-credential-manager-1b5c916a-6a16-889f-8581-fc16e8165ac0

Apple devices/Keychains

https://support.apple.com/en-gb/guide/keychain-access/kyca2423/mac

Use of a private/incognito browsing window

If you use another institutional account on your device or you have both staff and student accounts @roehampton please see below

(You can also try this if your new password is not working)

Use a different browser for each, such as Firefox for one and Chrome for the other.
Use a separate browser profile for each login.
Set up Private Browsing: 💻 https://us.norton.com/internetsecurity-privacy-what-is-private-browsing.html
Create a new user profile on your computer.

Password Criteria

Your password is case sensitive, and must conform to the minimum University password criteria:

Your password must be at least 8 characters long (to a maximum length of 127 characters)
It must contain:
Upper case letters: A through Z
Lower case letters: a through z
Numbers: 0 to 9
You cannot re-use any prior password.
You cannot use any part of your name or your username in your password.

I've read the troubleshooting guide but I still can't log in...

Chat with a member of the Service Desk team by clicking the "? Need Help" icon at the bottom right hand corner of the ServiceDesk homepage: https://servicedesk.roehampton.ac.uk/support/home
If a member of ServiceDesk staff is not available via the ChatBot please select the option to log a ServiceDesk ticket : https://servicedesk.roehampton.ac.uk/support/tickets/new.
Please use a personal email address if you are logging a ticket via the ChatBot and you do not have access to your own university account.

You may also be interested in...

Deleting Saved Wi-Fi Passwords (How to Forget a Network)

💻 https://servicedesk.roehampton.ac.uk/support/solutions/articles/50000164242