How To Get Help

We know sometimes it can be frustrating when things aren't working the way they should. So we have tried to make getting help easier and faster to get you back up and running.
Here you can find quick links to our most frequently asked questions, as well as resources, helpful links, and training schedulers for you in the drop-downs below.

If you can't find what you are looking for, you can always call us at 978-934-4357.

  • Managing your password is simple and easy! If you ever forget your password or need to change it, you can follow the instructions below: 

    Please note that after June 30, 2024, MyPassword will no longer be an option for managing your password. All changes will need to be made through Microsoft Authenticator. 

    I forgot my password...
    Once enrolled in Microsoft Authenticator, you can navigate to the Password Reset Portal to reset your password at any time. 
    You can reset your password a variety of different ways depending on the authentication methods you set up in Microsoft Authenticator. 
    1. Once you are in the portal, in the Enter password screen, select Forgot my password. 

    2. In the Get back into your account screen, type your UML email address, and then prove you aren't a robot by entering the characters you see on the screen, and then select Next.

    3. On the next screen, select one of the methods to verify your identity and change your password and add the requested information. 
    Ways to resetHow resetting worksSteps to reset
    Reset your password using a notification from your authenticator app
    This option sends an approval notification to the authenticator app
    1. Select Approve a notification on my authenticator app, and then select Send Notification.
    2. Approve the sign-in from your authenticator app.
    3. Type and confirm your new password, and then select Finish.
    Reset your password using a code from your authenticator app
    		This option generates and accepts a random code provided by your authentication app
    1. Select Approve a notification on my authenticator app, and then select Send Notification.
    2. Approve the sign-in from your authenticator app.
    3. Type and confirm your new password, and then select Finish.
    Reset your password using an email address
    This option sends an email to the email address associated with your microsoft authenticator account
    1. Select Email my alternate email, and then select Email.
    2. Type the verification code from the email into the box, and then select Next.
    3. Type and confirm your new password, and then select Finish.
    Reset your password using a text message
    This option sends a text message to the phone number you set up when you enrolled in authenticator
    1. Select Text my mobile phone, type your phone number, and then select Text.
    2. Type the verification code from the text message into the box, and then select Next.
    3. Type and confirm your new password, and then select Finish.
    Reset your password using a phone number
    This option places an automated voice call to the phone number associated with your authenticator account
    1. Select Call my mobile phone, type your phone number, and then select Call.
    2. Answer the phone call and follow the instructions to verify your identity, and then select Next.
    3. Type and confirm your new password, and then select Finish.

    I need to change my password...

    If you are enrolled in Microsoft Authenticator:
    1. Go to My Security Info and if you’re not already signed in, sign in with your UML credentials. 
    2. From the Password row, select Change.
    3. On the Change your password page, enter your new password.
    4. Select Submit.
    If you need further assistance, you can reference Microsoft's password reset article.
    Please be advised that not all solutions provided through Microsoft will be applicable to UML accounts, due to security constraints. 
    If you are still having complications with your password, please contact TechServices at 978-934-4357 or submit a ticket.

  • Student Resources

    Hit the ground running with easy instructions on getting connected and protecting your personal information.

    Here, you can find the links that we think might be the most useful for you!


  • Staff Resources

    We have curated the most commonly asked about links here for ease of access.

    If you need something else, please check out our services by category for more!

    Accounts & Access

    Other Helpful Resources

  • Faculty Resources

    We know you're busy. Teaching, grading, researching, and a million more things.

    Here are some of the resources we hope can help you get on the right track as quickly as possible!

    If you need something else, please check out our services by category for more!

    Accounts & Access

    Other Helpful Resources

    Instructional Technology

    • Classroom Technology Help - Need assistance for technology in the classroom? Contact Mike Lucas at 978-934-4681 or the IT Service Desk at ext. 4357. You can also view some of our training materials (pdf).
    • Lecture Capture (Echo360) Help - Confused or have questions about lecture capture technology here at UMass Lowell? Contact Mike Lucas at 978-934-4681. View tutorials or handouts.
    • Conference Help - There are selected sites throughout the UMass Lowell campus where video conferences can be conducted. For more information, contact Mike Lucas by phone: 978-934-4681 or email: fmichael_lucas@uml.edu.
    • Technology Consulting - Need help determining what technology would work best in your classroom, conference room or lab? Instructional Technology Services can assist you by calling us at 978-934-4681.

  • Welcome to UMass Lowell!

    IT is here to get you up and running on campus.

    Take a tour through the resources we've put together for you here in one convenient spot.

    Our goal? To give you the tools and tips you need to find the answers you need any time, day or night!

    If you have yet to receive your email address, please call HR and ensure your paperwork has been process (background check, i9, etc.).

    The service desk will be unable to assist you with an email address or password until you are fully processed.

  • Faculty development, On-the-job tools, and New Employee On-boarding are some of the many trainings we offer here at IT.

    You can schedule time with any of our in-house trainers for group or individual training by using the links below.

    If you have any questions, please contact:
    Donna Mellen by email: Donna_Mellen@uml.edu or phone: 978-934-2925 
    or
    Alysha Elliard by email: Alysha_Elliard@uml.edu or phone: 978-934-2625.

    Academic Technology Workshops

    • Blackboard
    • Course Design

    IT Trainings

    • New Employee Onboarding
    • Teams Training
    • Outlook Training