My password doesn't work

All passwords are encrypted so if you forget your existing password we are unable to tell you what it is.
Your password may not appear to work for one of several reasons.

  • Your University password may have expired
    Please visit the Subscribe webpage at www.subscribe.iss.soton.ac.uk to reset your password (and click on the 'Forgotten your Password' link).
    All University passwords are set to expire every 6 months, we apologise for any inconvenience caused but must enforce this strict policy for security reasons. All members of the University of Southampton are emailed in advance warning them of the required change.
  • Problems with the servers
    Occasionally there are problems with the servers that control the log-in process and this may cause your log-in to fail. Check to see if other people are also having problems logging in to the service. If you are still having problems, check the following reasons to see why your password may not appear to be working:
  • You have forgotten your password
    If you think you have forgotten your password, you can change it yourself by using Subscribe, provided you can remember the answers to the security questions you set when you subscribed.
  • You have only recently subscribed
    When you open your account for the first time, you may have to wait up to 30 minutes before your new password becomes active on all servers. If you are still unable to log-in after this time, check you are entering the correct username and password before contacting ServiceLine.
  • You have changed your password within the last 15 minutes
    If you change your password using Subscribe, you must leave 15 minutes before using the new password. If you know your existing password, continue to use it until the new one takes effect.
  • You have recently had your password reset by ServiceLine
    If you have forgottten your password and the answers to your security questions you will have to contact ServiceLine to request a password change. You may not be able to log-in for about 15 minutes after the change has taken place. Be prepared to answer questions to provide proof of identity before ServiceLine will change your password.
  • You are trying to log-in to a service that you do not have access to
    Your initial subscription to gives you access to a PC log in and an email account. This also allows access to the University dial up and VPN service and many other services we provide. Some services require additional authentication and your username and password will be rejected.
  • You are trying to log-in to a service that has a different password
    Some corporate system logins require a separate username and/or password to be set up.
  • You replied to a phishing email
    For security reasons if we think you have replied to a phishing email your password will be changed. Please visit the Subscribe webpage www.subscribe.iss.soton.ac.uk to reset your password (and click on the 'Forgotten your Password' link to reset your password).