Introduction
This article is here to help students, faculty, and staff who are having trouble signing in. You’ll find useful links to address a variety of sign-in issues.
Students
Faculty & Staff
Password is Incorrect
If you receive this error message:
"Your account or password is incorrect. If you don't remember your password, reset it now."
- Double-check that you’ve entered your password correctly.
- If it’s still not working or you can’t remember your password, go to the Account Management Portal
- Select "Password Reset" or "Forgot your password?"
- Select your personal email address when prompted to receive a recovery email to create a new password.
If you need further assistance, our Knowledge Base contains this step-by-step guide: Reset Password & Unlock Account via the Account Management Portal
Password has Expired
If you receive this error message:
“Your organization doesn't allow you to update your password on this site. Please update it according to the method recommended by your organization, or ask your admin if you need help.”
- Go to the Account Management Portal
- Log in with your username and current (expired) password.
- After you approve your Duo request, you will be prompted to create a new password.
If you need further assistance, our Knowledge Base contains this step-by-step guide: Reset Password & Unlock Account via the Account Management Portal
Account is Locked
If you receive one of these error messages:
“Your account has been locked. Contact your support person to unlock it, then try again,"
“Your account has been locked to prevent unauthorized use.”
- Go to the Account Management Portal
- Use the "Account Unlock" or "Account Locked Out" options.
- If you receive the error message "Cannot unlock the user. The user account is not locked!" when trying to unlock your account, try resetting your password instead.
If you need further assistance, our Knowledge Base contains this step-by-step guide: Reset Password & Unlock Account via the Account Management Portal
Username is Incorrect
If you receive one of these error messages:
"This username may be incorrect. Make sure you typed it correctly. Otherwise, contact your admin."
"We couldn't find an account with that username."
- Confirm that you are entering the correct username or email address. Your student email address should be in this format:
username@email.cpcc.edu or username@lab.cpcc.edu
- If you’ve been away for more than three semesters, your account may no longer be active. Please contact the Student Success Navigators for assistance returning to the college.
- If you’re a new or returning student and have already spoken to the Navigators, you may need to activate your account. NOTE: It might take a few hours after speaking with a Student Success Navigator before your account is ready to activate.
Duo Mobile Bypass Code Prompt
If you receive this message:
"Enter your bypass code
Verify it's you by entering a code from your IT help desk."
- Navigate to duo.cpcc.edu
- Use this article for a step by step guide on using our Duo Self-Service portal to resolve the issue: Article - Duo Self-Service Portal
Duo Mobile No Longer Setup
If Duo Mobile is no longer setup on your phone due to changing phones or uninstalling the app:
- Navigate to duo.cpcc.edu
- Use this article for a step by step guide on using our Duo Self-Service portal to resolve the issue: Article - Duo Self-Service Portal
Password is Incorrect
If you receive this error message:
"Your account or password is incorrect. If you don't remember your password, reset it now."
- Double-check that you’ve entered your password correctly.
- If it’s still not working or you can’t remember your password, go to the Account Management Portal
- Select "Password Reset" or "Forgot your password?" and enter your CPCC username.
- Select your personal email address to receive a recovery email and create a new password.
If you need further assistance, our Knowledge Base contains this step-by-step guide: Reset Password & Unlock Account via the Account Management Portal
Password has Expired
If you receive this error message:
“Your organization doesn't allow you to update your password on this site. Please update it according to the method recommended by your organization, or ask your admin if you need help.”
- Go to the Account Management Portal
- Log in with your username and current (expired) password.
- After you approve your Duo request, you will be prompted to create a new password.
If you need further assistance, our Knowledge Base contains this step-by-step guide: Reset Password & Unlock Account via the Account Management Portal
Account is Locked
If you receive one of these error messages:
“Your account has been locked. Contact your support person to unlock it, then try again,"
“Your account has been locked to prevent unauthorized use.”
- Go to the Account Management Portal
- Use the "Account Unlock" or "Account Locked Out" options.
- If you receive this error when trying to unlock your account:
"Cannot unlock the user. The user account is not locked!" try resetting your password. If it still does not work contact the ITS Service Desk.
Username is Incorrect
If you receive one of these error messages:
"This username may be incorrect. Make sure you typed it correctly. Otherwise, contact your admin."
"We couldn't find an account with that username."
- Confirm that you are entering the correct email address. Employee email addresses should be in this format:
first.lastname@cpcc.edu or username@cpcc.edu
Duo Mobile Bypass Code Prompt
If you receive this message:
"Enter your bypass code
Verify it's you by entering a code from your IT help desk."
- Navigate to duo.cpcc.edu
- Use this article for a step by step guide on using our Duo Self-Service portal to resolve the issue: Article - Duo Self-Service Portal
Duo Mobile No Longer Setup
If Duo Mobile is no longer setup on your phone due to changing phones or uninstalling the app:
- Navigate to duo.cpcc.edu
- Use this article for a step by step guide on using our Duo Self-Service portal to resolve the issue: Article - Duo Self-Service Portal