Frequently Asked Questions for Self-Service Password Reset (SSPR)


What is self-service password reset?

Self-service password reset is an online service available to Massey staff and enrolled students which allows you to reset your Massey network account password on your own, anytime, from any device when you have forgotten your password and cannot access your account.

A Massey network account uses a staff username or a student ID.

Password reset differs from password change, with the latter used to change a known and expiring password. Password reset is used to reset a forgotten or invalid password. The current process for password reset is handled by the Contact Centre for students and the Service Desk for staff.

With SSPR, you are no longer required to contact support as SSPR enables you to get back into your account by verifying your identity through any of your registered authentication methods.

Registration is required before using this tool via

Sign in using the format:

  • Students: / e.g.
  • Staff: / e.g.

Once you have enrolled an authentication method, you can self-serve password reset anytime whenever you need to by going to or clicking 'Can't access your account? Reset here' on the login page.

General information

Registration and authentication


Contact the Service Desk

Phone 06-356-9099 ext. 82111 (preferred method)

7:45am - 5pm, Monday to Friday
(excluding Public and University holidays)

Out-of-hours Support

AskUs Self-Service to log a request online (staff)

Full contact details

Other ITS Information

IT Services Dashboard (staff)