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Problems with new passwords

Modified on: Tue, 18 Mar 2025 13:27

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If there are out-of-date passwords stored, your devices could be trying to log you in with the wrong password - this can cause your account to be locked out, preventing you from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

  1. Use a different browser for each, such as Firefox for one and Chrome for the other.
  2. Use a separate browser profile for each login.
  3. Set up Private Browsing: 💻 https://us.norton.com/internetsecurity-privacy-what-is-private-browsing.html
  4. 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...




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


 

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