Self-Service Password Reset: Error Messages

You might receive an error when you attempt to reset your password at the Reset Password screen, either by entering your alternate (non-UMN) email or your Internet ID.

Possible error messages

Error Message

Next Steps

"The data provided does not match any records. If you still need help, please contact the Help Desk."

  1. Make sure you typed everything in correctly and resubmit.
  2. If that does not work, try using an alternate (non-UMN) email address. 
  3. If you cannot remember any other email addresses you may have used and you have already tried your Internet ID, call Technology Help at (612) 301-4357.

"Invalid Alternate Email. Either you entered an alternate email address that is not associated with any accounts, or you entered an Internet ID that does not have Challenge Questions set"

  1. Try inputting your alternate (non-UMN) email address instead of your internet ID. 
  2. If that does not work, call Technology Help at (612) 301-4357.

"Cannot Check User"

Note: This error is usually caused by submitting an incorrectly formatted Internet ID. Internet IDs are typically the first 4-5 letters of your last name followed by 3-4 numbers.

  1. Make sure you typed your valid Internet ID in correctly and resubmit.
  2. If that does not work, call Technology Help at (612) 301-4357.

If you see the following message on a new page:

"You have not set up your Password Reset Questions which are required for changing your password through this website. Please call Technology Help for assistance: 612-301-4357 (1-HELP)."

  1. Try claiming your account at the Claim Account page. 
  2. If that does not work, call Technology Help at (612) 301-4357.
  3. Once you are able to access your account, it is a good idea to set up your self-service password reset questions.

"There are more than one matching records. If you still need help, please contact the Help Desk."

Note: This error is caused when the email you entered is associated with multiple accounts.

  1. Try entering your Internet ID rather than an email address, if you haven't already.
  2. If that does not work, call Technology Help at (612) 301-4357.
  3. After the issue has been resolved, change the alternate email on your account: