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Where can I get help with my network account?

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Article SummarySteps to troubleshoot your network account.
This article applies to both staff and students.
Instructions
If you cannot log into your Algonquin College network account, there are only a few things you can try. Remember that your network account is also how you log into many college systems - if you are having problems with something else (such as Blackboard), it may be your AC Network Account that is the problem. Otherwise it is likely the system you are trying to access specifically that has the problem.

To confirm you have the correct network account information, go to ACSIS.
Login to ACSIS, and look on the left hand menu for Network Account Information, as highlighted in red on the image below. Select the link to see your network account credentials. They will be displayed as User ID and Initial Password in the grey section.
ACSIS network account info

Did you register as a new student or new employee in the last 48 hrs?

If so, your account has not been created yet. Wait for 2 days from when you registered and your network account should be there.
If you are an employee, confirm with your manager that your account request was submitted. Your login information will be sent to your manager when the account is created.
Note: Your Blackboard account requires at least 1 more day to be created - it will not be ready at the same time as your new network account.


Did you register for your classes more than 2 weeks before the start of your classes?

If you are a new student, your AC network account will not be created until roughly 2 weeks before the start of classes.
 

Did you pay an IT Fee?

Some courses do not require a network account. For those courses, you do not pay the IT Fee and you are not given a network account.
To check if this is the case, you can check for this fee on your tuition receipt.
If you did not pay the IT Fee, you will not have an AC network account or student email. For more information, see What is the IT Fee?
 

Did your password expire?

If you are staff, you must change your password every 120 days. If your password expires you need to plug your laptop into the on-campus network to reset your password. For help, see My college network password has expired. How do I reset it?
You can also use the college LiveAC email portal to reset your password. For help, see How do I reset my email, network, or Blackboard password using the LiveAC website (SSPR)?
 

Are you using the correct AC network account password?

If you haven't changed your password or it was reset to your original password at the Service Desk, you can find your AC network account info (username and password) by logging into ACSIS and going to the Network Account Info tab. For more info, see How do new students get a network account?
 

Forgot your password?

You can reset your password using the self service password reset (SSPR) service.

If none of these solutions fix your problem, please contact ITS for help - How can I contact ITS?

 
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