Reset Password & Unlock Account using the Account Management Portal

Introduction

This article contains instructions for faculty, staff, and students to reset passwords and unlock accounts via the Account Management Portal (AMP).

Table of Contents

Reset your Password from a Computer

1. Go to the Account Management Portal and select "Forgot your password?"

2. Enter your username.

3. Click on "Select Domain" and select either "Faculty/Staff" or "Student".

4. In the "Type the Captcha" field, enter the numbers visible to the left of the box; then, click "Continue". 

   • A Duo prompt will appear. Complete the authentication request and continue.

5. Click "Select Email ID" and select your personal email address. 

6. In the "Type the characters" field, enter the numbers shown and tap "Continue". 

7. A password reset link will then be sent to the selected email address; click on the link in the email to reset your password.

• NOTE: You may need to copy and paste the link to your web browser manually if you are using a Yahoo or iCloud email account. 

After resetting your password, be sure to update it on all your devices. You may need to sign out and sign back in manually.

IMPORTANT: If your phone, tablet, or computer is set to connect automatically to a CPCC wifi network, it will continue trying to use your old password to connect. This will lead to repeated failed login attempts, causing your account to lock. To prevent this, go to your device’s network settings and select "Forget Network" before reconnecting with your new password. Repeat this step on all your devices.

Reset Your Password from a Phone or Tablet

1. Go to the Account Management Portal and select "Password Reset".

2. Enter your Central Piedmont username.

3. Tap "Select Domain" and select either "Faculty/Staff" or "Student".

4. In the "Type the characters" field, enter the numbers shown. Then tap the "Next" button in the top-right corner of the screen.

NOTE: If you have trouble resetting your password on your phone or tablet, get an error message stating that "you are not completely enrolled to use this service," try switching to the desktop version of AMP. You can do this by tapping "Desktop Site" in the lower right corner of the AMP homepage, or you can use a computer instead.

5. Tap "Select Email ID" and select your personal email address. 

6. In the "Type the characters" field, enter the numbers visible above the box and tap "Next" at the top-right corner of the screen. 

7. A password reset link will then be sent to the selected email address; click on the link in the email to reset your password.

• NOTE: You may need to copy and paste the link to your web browser manually if you are using a Yahoo or iCloud email account. 

After resetting your password, be sure to update it on all your devices. You may need to sign out and sign back in manually.

IMPORTANT: If your phone, tablet, or computer is set to connect automatically to a CPCC wifi network, it will continue trying to use your old password to connect. This will lead to repeated failed login attempts, causing your account to lock. To prevent this, go to your device’s network settings and select "Forget Network" before reconnecting with your new password. Repeat this step on all your devices.

Unlock Your Account

If your account is locked due to multiple failed login attempts, you can unlock it using the Account Management Portal. Once unlocked, resetting your password is recommended to prevent future lockouts.

1. Go to the Account Management Portal and select "Account Unlock" or "Account Locked Out?" 

2. Enter your username.

3. Click on "Select Domain" and select either "Faculty/Staff" or "Student".

4. In the "Type the Captcha" field, enter the numbers shown and click "Continue". 

   • A Duo prompt will appear. Complete the authentication request and continue.

5. For "Select Email ID", select your personal email address. 

6. In the "Type the characters" field, enter the numbers shown and click "Continue" or "Next". 

7. An email with a link to unlock your account will be sent to the selected email address. Open the link to proceed.

• NOTE: You may need to copy and paste the link to your web browser manually if you are using a Yahoo or iCloud email account.

8. After opening the link, you'll receive a confirmation message saying your account has been successfully unlocked.

9. Once your account is unlocked, reset your password to avoid getting locked out again.

Troubleshooting:
If you still receive a locked account error when attempting to sign in after unlocking it in AMP, try these troubleshooting steps:

• Check your Wifi settings:
  • If you recently changed your password, and your phone, tablet, or computer is set to connect automatically to a CPCC network, it may still be using your old password. This can lead to repeated failed login attempts, causing your account to lock. Select "forget network" in the network settings to prevent further attempts. Make sure to do this on all of your devices.
• Make sure you are entering your username or email and password correctly. The correct email format is as follows:
  • Students: username@email.cpcc.edu
  • Employees: firstname.lastname@cpcc.edu
• Reset your password.
• Clear your cache and cookies. or use a different web browser.
• Wait a few minutes and then try signing in again.

Expired Passwords 

If your password is expired, you can log into the Account Management Portal using your expired password and create a new one.

1. Go to the the Account Management Portal and log in with your username and expired password.

2. Select the domain (Student or Faculty/Staff) and click "Login".  

3. You will be prompted to authenticate with Duo and create a new password. 

Frequently Asked Questions and Issues

I tried resetting my password, but the password reset email was sent to my CPCC email, which I can't access.

Start the process again and carefully check the email addresses in the drop-down when prompted to select an email address (step 5). Do not select your CPCC email address. You must choose an email you can currently access to receive the password reset link. If you don't have an accessible email listed in the drop-down, contact the ITS Service Desk for assistance.

What if only my CPCC email is listed, or my personal email address is inaccessible?

If you can't access any of the email addresses in the "Select Email ID" drop-down (step 5), please contact the ITS Service Desk for help resetting your password. Afterward, you can add a personal email address to your account for future password resets. For instructions, refer to this Knowledge Base article: Adding Additional Emails to AMP.

What if I have forgotten my username?

To retrieve your username, we must first verify your identity. Please contact the ITS Service Desk by phone or visit us in person for further assistance. Our address, contact details, and hours of operation are available on the homepage of our Client Portal.

I received an error message saying, "You are not completely enrolled to use this service."

If you are using a phone or tablet, try switching to the desktop version of AMP. You can do this by tapping "Desktop Site" in the lower right corner of the AMP homepage, or you can use a computer instead.

AMP said my account was not locked when I tried to unlock it, but I'm still receiving a locked error when attempting to sign in.

1. Make sure you're typing your password correctly. Sometimes you may receive an "account locked" error message if you enter your password incorrectly after unlocking your account. If you keep receiving this error message, reset your password or try unlocking your account again.

2. Check your wifi settings: If you recently changed your password, and your phone, tablet, or computer is set to connect automatically to a CPCC network, it may be using your old password. This can lead to repeated failed login attempts, causing your account to lock. Select "forget network" in the network settings to prevent further attempts.