Frequently asked questions

If you do not find the answer to your question on this page, contact the LIS Service Desk (for all students and staff from service departments) or one of the service desks of the faculties (for all faculty staff and related institutions).


General

  • How long will my password be valid? Your password has a limited life-time. For security reasons Tilburg University requires you to change your password at least once every half year. When it is time for you to change your password, you will be notified when you login via SSO and by e-mail.Your password will automatically expire if you don't respond in time.
  • For which applications can I use my password? Your password is valid for a large number of digital services provided by the university. You need the password for web access through Single Sign On, to log on to your PC, to access your mailbox and the wireless network and a lot of other services.
    NB: a number of applications don't use the university username/password combination. When you change your university password via the self-service these passwords will remain unchanged. Examples of these applications are: Planon, SAP, Business Objects and xFlow.
  • If I receive a secure link from the Password recovery service , how long will it be valid? The link is valid for 24 hours and you can use it only once to set your new password.

Settings/ Changing

  • How can I change my password? The only place where you can change your password is the Selfservice university account page. Choose 'Change my password' and authenticate with your username and password.
  • What is this Password recovery service anyway? In case you forgot your password, the Password recovery service will enable you to set a new password.
    • You can apply for a password mail from the Password recovery service . This mail will be delivered not only to your university mail address but also to an extra mail address of your choice.
    • In addition to that, you can provide two secret questions and answers with which you can authenticate yourself.
  • When can I use my password again after I changed it? Your password will be valid immediately.
  • How do I provide an extra mail address? Choose 'Set/change password recovery service' on the Selfservice university account page and authenticate with your username and password.
  • Can I provide any mail address as an extra mail address? Yes, any mail address will do. For security reasons you should choose an address that only you can access. Be careful to enter the mail address without any typing errors. Otherwise the password mail cannot be delivered.
  • How do I provide the secret questions? Choose 'Set/change password recovery service' on the Selfservice university account page and authenticate with your username and password.

Security

  • Which criteria must my password meet? The password may not have been used by you before and must meet the following criteria:
    • It must contain at least 8 characters and 16 characters at the most.
    • It must consist of alphanumeric characters only (a-z, A-Z, 0-9), special characters are not allowed.
    • It must contain at least one digit, one uppercase character and one lowercase character .
    • It may not be simple/systematic (e.g. not 123abcABC).
    • It may not contain your username, last name and administration number.
    • Dutch and English words may not to be used.
  • Which criteria must my secret questions and answers meet?
    • A question should at least have two words; this also goes for the answer.
    • You should state two different questions.
  • How do I choose secret questions and answers that cannot be easily guessed by someone else? Bear in mind that your answers to your secret questions need not be correct. Provide an answer that is irrelevant to the question and does not corresponds to the question. Start or end your answer with a number. Remember however, that the question must be a good clue for you to retrieve the answer.

Problems

  • I forgot my password.
    • If you have set your password recovery options, you can set a new your password on-line, either by requesting a password mail or by answering your secret questions.
    • If you have not set your password recovery options and you can access your mail (e.g. your mail program is still open), then you can request a password mail. This mail will be sent to your university mail address as a standard.
    • - If you have not set your password recovery options and you cannot access your mail (your mail program is closed and you need your password to open it), then you must go to a service desk and set your new password there. Remember that you need to identify yourself at the service desk.
  • I forgot the answers to my secret question.
    • If you still know your password, you can see which answers you gave through the Selfservice university account page. Choose 'Set/change password recovery service'.
    • In case you forgot your password you must set a new password. If you do not know how, see the answer to the previous question.
  • The secure link in the password mail is no longer valid. You can request a new password mail through the Self-service university account page.
  • I suspect that someone else is using my username and password. Immediately change your password and contact the IT Support or one of the members of the university Computer Emergency Response Team (CERT).
  • I cannot set my password on-line anymore.
    • If you are faculty staff or staff of one of the institutes or TIAS, you can set a new password with your faculty service desk.
    • If you are a student or staff member of one of the service departments, you can set a new password at the IT Support in the library building.
    Remember to take a valid identity document (e.g. a passport, drivers license or Tilburg University card).
  • I receive unsolicited mail from the "IT Support" with the subject "Set your password". You receive this mail if a password mail is requested through the Selfservice university account page and your username was supplied. Maybe someone made a typing error when requesting this service. However, if you suspect someone misusing the service, keep the mail and contact the IT Support or one of the members of the university Computer Emergency Response Team (CERT).
  • I cannot access my university mailbox with Outlook (after I changed my password). Most likely you instructed Outlook to remember your password and Outlook is now trying to access your university mailbox with your old password. You must change the password Outlook is using manually. Proceed as follows.
    • click in the Outlook file menu on Tools > Account Settings,
    • select your university mailbox and click 'Change',
    • enter your new password at the 'Logon Information',
    • click 'Next' and 'Finish'.