Resolving Student Account Sign-in issues

This guide assists students in resolving common Dublin City University (DCU) account sign-in problems. It covers passwords, Multi-Factor Authentication (MFA), sign-in loops, and device-specific issues.

Who is this for?

Students of Dublin City University (DCU) who are unable to access university services or DCU Apps.

Quick checks

Before proceeding with technical fixes, please verify the following:

• Ensure you are using your full student email address as the username.

• If you have forgotten your password or it has expired, use Password reset and try again.

• If MFA is enabled, ensure you have access to your verification method. See How to install MFA.

• Attempt to sign in using a private or incognito browser window.

Fixes by Problem Type

Multi-Factor Authentication (MFA) and Verification

• First-time Enrolment: If you have not yet set up MFA, complete your enrolment by following How to install MFA.

• Device Replacement: If you have replaced your mobile device, follow the guide for Transferring MFA to a new device.

• Time Synchronisation: Ensure your device time is set to Automatic. Time-based One-Time Password (TOTP) codes require an accurate clock to synchronise.

• Notification Settings: For push notifications, ensure notifications are enabled for the authenticator app and it is excluded from battery optimisation settings.

Sign-in Loops and Account Conflicts

• Browser Data: Clear your browser cookies or try a different browser entirely.

• Personal Accounts: If you use personal Google or Microsoft accounts, sign out of those accounts first. To access university tools, you must switch to your DCU account.

• Service Selection: For Microsoft 365 services, select Work or school account when prompted, or sign in directly via the Microsoft 365 apps portal.

Account status and Access Permissions

• New Students: Follow the New Student Onboarding Guide for first-time activation steps. Access may not be active if your programme start date has not yet passed.

• Locked Accounts: Accounts may lock temporarily after multiple failed attempts. Wait 30 minutes or perform a Password reset.

• Access Denied: Some services are restricted to staff. If you require access to a specific student tool, include the URL in your support request.

When to contact support

If the steps above do not resolve the issue, please contact Digital Technology Solutions (DTS) via DCU Help link below. To speed up resolution, include:

• Your Student ID.

• The specific service name (e.g., Loop, Gmail).

• The full error code or a screenshot of the error.

• The device and browser you are using.

If you still need help, you can submit a support request through DCU Help and our support team will be happy to assist you.

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