New information following the change in COVID-19 alert levels. massey.ac.nz/coronavirus

Troubleshooting Self Service Password Reset (SSPR)

 

Why am I locked out of my account?

After 10 unsuccessful sign-in attempts with the wrong password, you will be locked out for one minute. Further incorrect sign-in attempts will lock you out for increasing duration of time. 

If this happens, go to passwordreset.massey.ac.nz or click 'Can’t access your account? Reset here' to go through self-service password reset (SSPR) if you have registered for the service.

If you have not enrolled in SSPR and want to reset your password, please contact:

  • Students: Please contact us through any of the available channels.
  • Staff: Please contact the Service Desk at (06) 356 9099 ext 82111  or log a request at AskUs.

 

I remember my password but want to change it? What should I do?

To change a known password, please go to passwordchange.massey.ac.nz and follow the instructions on the page.

 

I forgot my password but I have not registered for SSPR. What should I do?

Staff and students who have not enrolled in SSPR and need to reset their password will need to contact support.

  • Students: Please contact us through any of the available channels.

  • Staff: Please contact the Service Desk at (06) 356 9099 ext 82111 or log a request at AskUs.

 

How long should I wait to receive an email, text, or phone call from a password reset?

Email, text messages, and phone calls should arrive in under a minute. The normal case is 5 to 20 seconds. If you don't receive a notification in this time frame, please check your junk folder or check that the number or email being contacted is the one you expect.

Please ensure that the authentication info is correctly formatted, for example, +64 224255512 or user@outlook.com

 

I requested a password reset through phone authentication but I did not receive an SMS or phone call. What should I do?

SMS and phone calls should arrive in under a minute. The normal case is 5 to 20 seconds. If you don't receive a notification in this time frame:

Please check that the phone number being contacted is the one you expect.


Please ensure that your phone number is correctly formatted. It must be in the format +CountryCode PhoneNumber, for example, +64 224255512. There needs to be a space between the country code and the phone number. Password reset does not support phone extensions. Even in the +64 224255512 x 12345 format, extensions are removed before the call is placed.

If you are unable to receive a notification and want to make changes to your registered phone number because of a wrong phone number, incorrect country code, or a different phone number, please contact:

  • Students: Please contact us through any of the available channels.
  • Staff: Please contact the Service Desk at (06) 356 9099 ext 82111 or log a request at AskUs.

 

 I requested a password reset through alternate email authentication but I did not receive an email. What should I do?

Email messages should arrive in under a minute. The normal case is 5 to 20 seconds. If you don't receive a notification in this time frame:

  • Please check your junk folder.
  • Please ensure that your email is correctly formatted. For example, user@outlook.com

If you are unable to receive a notification and want to make changes to your registered email, please contact:

  • Students: Please contact us through any of the available channels.
  • Staff: Please contact the Service Desk at (06) 356 9099 ext 82111 or log a request at AskUs.

 

I cannot access the password reset page. What should I do?

Only Massey staff and enrolled students may access the password reset page for their network account. If you cannot view the password reset page via passwordreset.massey.ac.nz or after clicking the 'Can’t access your account? Reset here' link on the login screen, please contact support:

  • Students: Please contact us through any of the available channels.
  • Staff: Please contact the Service Desk at (06) 356 9099 ext 82111 or log a request at AskUs.

 

 I get a "your account is not enabled for password reset" error after entering my user ID. What should I do?

You are seeing this message because password reset has not been enabled for you or you are using a non-staff or a non-student Massey account.

To reset your password, please contact support:

  • Students: Please contact us through any of the available channels.
  • Staff: Please contact the Service Desk at (06) 356 9099 ext 82111 or log a request at AskUs.

 

I get a "we could not verify your account" error after entering my user ID. What should I do?

You are seeing this message because you are enabled for self-service password reset, but you have not registered to use the service.

To reset your password, please contact support:

  • Students: Please contact us through any of the available channels.
  • Staff: Please contact the Service Desk at (06) 356 9099 ext 82111 or log a request at AskUs.

After you have regained access to your account, you may register for self-service password reset by going to the Massey SSPR setup page: ssprsetup.massey.ac.nz

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)

Forms

FAQs

Policies

Contact us Mon - Fri 8:30am to 4:30pm 0800 MASSEY (+64 6 350 5701) TXT 5222 contact@massey.ac.nz Web chat Staff Alumni News Māori @ Massey