General Self-Service Password FAQs


When do I use self-service password reset?

Self-service password reset lets you regain access to your Massey network account by resetting your password without needing to request for support. SSPR is useful if you are having issues logging into your Single Sign-On account because:

  • You forgot your password
  • Your password is not working and you want to reset it
  • Your account is locked out after multiple failed sign-in attempts and you want to unlock it


Which systems and applications will resetting my password apply to?

When you reset your Massey network account password, your new password will now be used for a number of University systems and applications, such as:

  • Massey network
  • Stream / Moodle
  • Student Portal and Client / SITS
  • MediaSite
  • Springshare
  • Sierra
  • EZProxy
  • Office 365, including Outlook and Skype for Business

The list will be updated as more systems and applications are enabled for Single Sign-On.


What are the requirements for a new password?

  • Password needs to be at least eight (8) characters long.
  • It must contain characters from at least three (3) of the following four (4) categories: 
    • English uppercase characters (A - Z)
    • English lowercase characters (a - z)
    • Numbers (0 - 9)
    • Symbols @ # $ % ^ & * - _ ! + = [ ] { } | \ : ‘ , . ? / ` ~ " ( ) ;
  • It cannot use any of your names in your password. For example: a person named Joe Bloggs cannot use Joe or Bloggs.
  • It cannot contain three or more consecutive characters from your user account name. For example: the username "jbloggs" cannot have "jbl", "blo", "log", or "ggs" in the password.
  • It cannot be a previous password.


Is a password change different from a password reset?


Password change is for changing a known or expiring network password:

Password reset is for getting back into your network account by resetting your password if forgotten:


How do I keep my password secure?

Please always keep your password private. Do not write your password down and never respond to email requests for your password, even if the email appears to come from Massey University. These could be phishing attempts in order to steal your information.


Is my registered information private?

If you enter information for mobile phone or alternate email, it is not visible to other users. The only people who can see this data are you and the IT administrator. Only you can see the answers to your security questions.