The ITS HelpDesk will be adhering to the following procedure when changing passwords of students, faculty, and staff. This policy refers to LAN, Kerberos, SIS, and Banner passwords/PINs. Please note that ITS will unlock a user's account once without identity verification.

Users are required to appear in person at one of the three ITS HelpDesk locations with photo ID for password changes. In the event a user is unable to come to campus (i.e. user is a NetPlus! Student), then the HelpDesk will do the following:

  1. Identity Verification
  2. There are two available options for finishing the ID verification process
    • Verify 2 Security Questions – If we cannot verify both questions proceed to step B. If we are able to verify both questions continue to step 3.
    •  Call the Client- After verifying ID the helpdesk will then call the client at one of the phone numbers on file in Banner or UM Emergency Alerts with the users permission. The helpdesk staff MUST call the client at a number on file with the university.
  3. Changing the password - The HelpDesk will then change the password to a random password which the user must change at their first login.


The HelpDesk will use Banner or contact Human Resources to verify the required personal information. In the event the information on file in Banner is not up-to-date, the user will need to update the information in Banner before the HelpDesk can change the password. Students can update this information by accessing SIS. Students may contact the HelpDesk if they need assistance with this. Faculty and staff can contact the Office of the Registrar to update the information in Banner.

If the user's phone number is not in Banner or on file with Human Resources, the user may give the HelpDesk permission to access the phone number in the UM Emergency Alert System. ITS recommends that all students, faculty, and staff update their information in the UM Emergency Alert system as soon as possible to prevent any issues. For information on how to do this, please visit the following website: http://www.umflint.edu/emergency/. ITS also recommends that people who travel often add a mobile phone number to their personal information in Banner, with Human Resources, or in the UM Emergency Alert system.

If you have questions regarding this policy, please contact the ITS HelpDesk at 810-766-6804 or email itshelpdesk@umflint.edu.