Accessibility statement

Can't log in?

If you're having problems logging in to one or more of our services, check and see if any of the following apply to you.

You need to register your IT account

Before you can log into any University services you need to register your IT account.

See IT Services accounts for more information.

You've forgotten your password

If you have registered your account you can reset your password by answering your security questions.

To reset your password:

  1. Go to
  2. Enter your University of York username and select Forgot password?
  3. Reset your password by answering the security questions that you set up when you registered your account.

You're not sure that you're using the right username format

Your University username follows the format of letters followed by a number, eg abc123

However, you are asked to enter this in different formats depending on the service you're using.

To access...Login with this format...
Wifi or wired network
Google Apps (including email) (staff) (students) webpages



You've got a problem with two-factor authentication

You might be failing to log in due to a problem with your two-factor authentication. Students and staff use two-factor authentication provided by both Duo and Google. 

The links below including troubleshooting steps if you're having problems signing in with two-factor authentication:

You're an applicant

When you have an applicant account at the University, the account is restricted so that it can only access You@York, the accommodation system and IDM.

For more information about applicant accounts, see:

You're a leaver

When you leave the University, access to IT Services facilities will be withdrawn.

You will receive an email notifying you of the impending closure at the beginning of the expiry period.

For further information see

  • Information for leavers

You're trying to access a page restricted to a certain group of people, eg student or staff only

If you think you should have access to this page, please contact to discuss this further.

You're trying to access a page for which you need to apply for access, eg the Student Enquiry Screen

You can register for access to the Student Enquiry Screen, Agresso, Data Warehouse and other University Information Systems using the Authorised Systems Registration tool:

If you are unable to access a page or web application when you think you should have access, please contact

You're trying to access a resource from off campus that is only available on campus

Some resources are set up to only be available on campus. Examples include user filestore, and restricted web apps such as SITS.

If the resource you require can only be accessed from on campus and you are off campus, you will need to use the Virtual Private Network (VPN).

For information about setting up the VPN on your machine, see:

Still can't log in?

Is the service down?

Check our Twitter feed for any known issues:

Get in touch

Contact the IT Support with the following information:

  • Your University username
  • Details of the service(s) you're trying to access
  • If it's a web page, the full web address of the page you're trying to access
  • Full text of any error message(s) you receive
  • Machine name if using a University managed machine
  • Any other relevant information such as:
    • Are you accessing the page on or off campus?
    • Can you log into other webpages such as
    • Have you been able to access this service in the past?
    • Have you tried accessing the page on a different web browser?