Account Access - Recover Your SIUE Account When You Have Lost All Sign-In Methods
This article is for users who cannot sign in at all, every registered sign-in method is unavailable (lost phone, lost security key, no backup method registered). If you still have any working sign-in method, use it to sign in and go to Account Access - Manage Your SIUE Sign-In Methods and Security Info to add a backup before a loss event occurs.
Still Have Access? Register a Backup Now.
The most reliable way to avoid account recovery is to register a second sign-in method while you still have access. ITS recommends keeping both Microsoft Authenticator and a passkey or FIDO2 key registered at all times so a single lost device cannot lock you out.
- Account Access - Register a Passkey for Your SIUE Account
- Account Access - Set Up Microsoft Authenticator for Your SIUE Account
Recovery Options
If you are completely locked out, select the option below that applies to your situation. Try self-service first — it is the fastest path and is available at any time.
Option 1: Self-Service Password Reset
If you registered an alternate email address for self-service password reset, you may be able to recover access without contacting the Help Desk.
- Go to
https://aka.ms/ssprin a browser. - Enter your SIUE email address and complete the CAPTCHA.
- Select the alternate reset method available to you.
- Follow the prompts to verify your identity and reset your password.
- Once signed in, immediately go to
https://mysignins.microsoft.com/security-infoand register new sign-in methods.
If a phone number is your only alternate reset method, this option will not work. SMS verification is being retired. Proceed to one of the Help Desk options below.
Option 2: Contact the Help Desk by Phone
ITS Help Desk staff can verify your identity by phone and issue a password that lets you sign in once to register new methods.
- Call the ITS Help Desk at (618) 650-5500 during regular business hours.
- Tell the technician you are locked out of your account.
- Be prepared to verify your identity, staff will ask questions to confirm you are the account owner. Have your SIUE ID number available.
- Once your identity is confirmed, staff will issue a password and walk you through using it to sign in and set up new verification methods.
Option 3: Visit the Help Desk in Person
In-person visits let staff verify your identity with a government-issued photo ID and issue a password on the spot.
- Bring your CougarCard or a government-issued photo ID (driver's license, state ID, or passport).
- Visit the ITS Help Desk at Lovejoy Library Room 0005 during regular business hours.
- Tell the staff member at the desk that you are locked out and need a Temporary Access Pass.
- Staff will verify your photo ID, confirm your account, and issue a password.
- After signing in with the password you are given, you will be prompted to create a new password.
After You Regain Access
Complete all of the following after signing in:
- Go to
https://mysignins.microsoft.com/security-info. - Remove any methods tied to your lost device, select the method and select Delete.
- Register Microsoft Authenticator on your current device. See Account Access - Set Up Microsoft Authenticator for Your SIUE Account
- Register a passkey on at least two devices. See Account Access - Register a Passkey for Your SIUE Account
- Confirm both Authenticator and a passkey or FIDO2 key appear on your Security Info page before closing the browser.
Need Additional Support?
If you have any questions or need further assistance, please contact the ITS Help Desk:
- Call: (618) 650-5500
- Email: help@siue.edu
- Visit: Lovejoy Library Room 0005 during regular business hours.
This guide aims to provide useful information, but as technology changes, interfaces or steps might vary. Please use the Comment button to let us know if anything differs from your experience. Your feedback helps us keep this information accurate. Thank you!