ITS Administrative Computing



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Password Reset Process

The ITS process for resetting users' system passwords requires that individuals who make this request by phone have access to their University of Michigan e-mail account. This process enables ITS to verify the user's identity.

How the Process Works

  1. A person calls ITS Access Services requesting a password reset.
  2. While on the phone with the caller, ITS Access Services sends an e-mail message to the caller's e-mail address using the format of The message contains a random number.
  3. Upon receipt of the message, the caller repeats the random number to the ITS representative.
  4. The ITS representative resets the caller's password. The random number may not be used at a later date. It is only good for the password reset being requested at that moment.

This process applies to University administrative systems only. It does not apply to Kerberos or departmental system passwords.

How to Direct Messages to Your U-M E-Mail Address

To receive e-mail sent to you in the format of, you must have a valid, current e-mail mailbox identified in MCommunity. Instructions for modifying your MCommunity profile are available.

Implementation Schedule

  • This process was implemented on October 20, 2003.
  • To help callers make the transition to the process, between October 20 and November 30, callers who do not have access to e-mail can offer proof of identity by stating their UMID.
  • Beginning December 1, 2003, callers must have access to their U-M e-mail account at the time they call for the password reset or they must make their request in person.

Alternative Process -- In-Person Requests

If you cannot receive e-mail sent to you in the format, you must request the password reset in person by bringing a picture I.D. to ITS Access Services, 1011 Administrative Services Building, during regular business hours.

If you have any questions about this procedure, please e-mail or call 936-7000, option #2.