Issue or Question
I am locked out of my St. Thomas Microsoft account and cannot access my email, Microsoft Authenticator app, or other university systems.
This article provides step-by-step guidance for recovering access to your St. Thomas account when you are unable to sign in. Common situations include:
- You cannot sign in to Outlook, Microsoft 365, or Murphy Online.
- You have lost access to your Microsoft Authenticator app (for example, you have a new phone or a deleted app).
- You are locked out of both your email and your Authenticator app at the same time.
- You are a returning or reactivated student and cannot sign in to your account.
- You are an ACTC student who cannot receive a code through the Authenticator app.
Environment
This information applies to:
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, and related services)
- Murphy Online and other systems that use St. Thomas single sign-on (SSO)
- All St. Thomas account types: students, faculty, staff, affiliates, student workers, ACTC students, and returning students
- Any device or operating system
Resolution
Before You Begin
Important: When entering your username, always use your full St. Thomas username in the format username@stthomas.edu. If you are completely locked out of both your email and your Authenticator app, proceed directly to the Contact the Tech Desk section below. Self-service password reset requires access to at least one registered authentication method.
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Reset your password using self-service
If you can still approve a sign-in request through your Authenticator app, a backup email address, or a phone number, use Microsoft self-service password reset (SSPR) to regain access.
- Navigate to the Microsoft self-service password reset page.
- Type your full St. Thomas username in the format username@stthomas.edu.
- Complete the CAPTCHA verification.
- Select your preferred verification method (Authenticator app, backup email, or phone).
- Follow the prompts to verify your identity and create a new password.
After resetting your password, sign in to OneStThomas to confirm access is restored.
To update or add backup authentication methods after signing in, navigate to the Microsoft security information page.
Recover access when your Authenticator app is unavailable
If you have a new phone, deleted the Authenticator app, or the app is no longer generating codes, follow these steps.
- Navigate to the Microsoft self-service password reset page.
- Type your full St. Thomas username in the format username@stthomas.edu.
- When prompted to verify your identity, select I don't have access to that or choose an alternate method such as a backup email address or phone number.
- If no alternate methods are available, contact the Tech Desk for identity verification..
- After regaining access, navigate to the Microsoft security information page and set up the Authenticator app on your new device.
For detailed instructions on setting up the Authenticator app on a new device, see the Multi-Factor Authentication FAQ.
Contact the Tech Desk for identity verification
When you cannot access both your email and your Authenticator app, self-service recovery is not possible. You must verify your identity directly with the Tech Desk using one of the options below.
Caution: The Tech Desk cannot reset an account through email, text-only chat, an intermediary, or a third party. You must complete an approved identity-verification process directly with a Tech Desk technician.
Option 1 — Call the Tech Desk
- Call the Tech Desk at 651-962-6230.
- Tell the technician you are locked out of both your email and your Authenticator app.
- Be prepared to verify three pieces of personal identity information as requested by the technician.
Option 2 — Visit the Tech Desk in person
- Visit the Saint Paul campus Tech Desk at the first-floor service desk in the O'Shaughnessy-Frey Library, or the Minneapolis campus Tech Desk in TMH 203B.
- Present a valid photo ID such as a passport, driver's license, state ID, government-issued ID, or St. Thomas ID.
- The name on your ID must match university records and the photo must reasonably match your face.
Review Tech Desk locations and hours before visiting or calling.
Reactivate your account after a period of inactivity
Student accounts are deactivated 365 days after your last active term or graduation. If you have re-enrolled or returned to St. Thomas and cannot sign in, your account may need to be reactivated.
- Confirm your re-enrollment is complete by contacting the Registrar's Office or your academic advisor.
- Once enrollment is confirmed, attempt to sign in at OneStThomas.
- If you still cannot sign in, contact the Tech Desk at 651-962-6230 and provide your student ID number. The technician will verify whether your account requires reactivation.
After your account is reactivated, navigate to the Microsoft security information page to set up or update your authentication methods.
Troubleshooting
If the steps above do not restore access:
- Confirm you are entering your full username in the format username@stthomas.edu, not just your name or a personal email address.
- Confirm your new password meets all St. Thomas password requirements. See Resetting Your St. Thomas Password for the full list of requirements.
- Clear your browser cache and cookies, or try signing in using a different supported browser or a private browsing window.
- If you receive an error message, record the complete wording before contacting the Tech Desk.
- If you are an ACTC student and are not receiving a code in your Authenticator app, contact the Tech Desk and identify yourself as an ACTC student so the technician can verify your account type.