Password Reset

Login – Massbay Troubleshooting Problems

Table of Contents

1) Account Creation Timeline

2) Username / Default Password Format

3) Student Forgot ID Number

4) How to setup/enroll in OneLogin

5) How to Install Browser Extension

6) Self Help Forgot Password / Reset Tool

7) Self Help Password Change (user knows current password)

8) How to Remove a 2-Factor Authentication method

Account Creation Timeline

Students Accounts – For all systems are created when they register for credited courses for the first time.

NOTE: Accounts may take up to 24 hours to be created after the student registers for courses.
For students who previously did an application at MassBay in a previous semester, but never enrolled for courses; they will need to contact the Registrar’s office to enroll.
Students do not have accounts created until they’ve either attended a Student Orientation and Registration (SOAR) session or registered for a credit course. Students need to contact to Admissions for further steps.
Employee Accounts – created manually based on requests sent to the Help Desk ONLY by MassBay Human Resources.

Username / Default Password Format

Username Format

Students Accounts – [First initial] + underscore + [last name] + [optional numbers for common names]
  • E.g. Joe Smith = j_smith
  • E.g. Joe Smith as a common name = j_smith27
  • NOTE: When logging into Student Email (Office365), users must include their FULL EMAIL ADDRESS in the format: [username]
Note:  All students have O365 ( and GMAIL ( accounts is the new standard. Official MassBay email is sent to only the student’s O365 ( faculty and staff  have also both Outlook ( and Gmail ( accounts.
“Massbay is communicating with all the user’s that @post has been going away for over a year”


Employee Accounts – [First initial] + [last name] + [optional numbers for common names]
  • E.g. Joe Smith = jsmith
  • E.g. Joe Smith as a common name = jsmith27

Steps to see Default Password & Username


Student default password is randomly generated, 9-characters long, and all uppercase.

To retrieve a default password, have the user:

  • Click on I.T. HELP.

  • Click on Password Reset Tool

  • Click on Lookup your username and initial password.

  • Follow the on-screen instructions to retrieve your username and default password.NOTE: This tool will ALWAYS return the same default password! If a user has already changed or reset their password, the password returned by this tool will not be correct!


  • Employees do not have the access to see their Default passwords.  They can also visit the Onsite Massbay helpdesk to get a password reset.
  • Location: Wellesley Campus, Carey Building, room 242F
  • NOTE: The Ashland campus does not have an on-site help desk.
  • Hours:Mon – Thurs, 7.30 AM – 10:00 PM Fri, 7.30 AM – 5:00 PM

Student Forgot ID Number


New Students (never registered for a class)

  • New student’s ID numbers are available on the acceptance letters that are sent by Admissions Office. If the student says they don’t have acceptance letters with them then please direct the student to contact Admissions office at 781-239-2500.

Active Students

Have the user:
  1. Click Bay Navigator at the bottom of the page.
  2. Log in with your MassBay username and password.
  3. Click Self Service on the left side of the page.
  4. Click Student Center.
  5. Click Demographic Data (bottom left). The ID should be displayed under Demographic Information.

How to setup/enroll in OneLogin

Note: For onelogin, we can use two factor authentication, we require this two factor authentication each time we login to a new device OR new browser. (Compatible browser – Firefox OR Chrome)

  • Go to
  • Enter the Username & click on continue
  • On the next screen, enter your Password & click on continue
  • Password which you use for Blackboard, email..
  • On the screen, you will get the message to setup the two factor authentication.
  • Click on Begin Setup

  • On the next screen, choose one of the several authentication factors, like:
  • Security Questions – Select & answer any five questions, upon authentication, it will be ask to answer two of those.
  • SMS – Text message send to your cell phone

To Setup Security Questions as a second authentication factor

  • On the Onelogin main screen, click on your name at the upper right.
  • Click on Profile
  • On the next screen, you will get the complete information, like – Name / Contact Number etc.

  • On the same screen, To Add the second authentication factor, click on (+) sign

  • On the next screen, click on the drop down & select Security Questions and click on continue

  • Select the 5 Security Questions to setup the second authentication factor & click on continue.
  • On the next screen, you will get the screen, wherein SMS Text would be showing Default & Security questions as a backup.

  • Click on Save
To Setup SMS as the authentication factor
  • Click on SMS
  • Enter your cell phone number (Do not type any other telephone number) & click on continue.

  • Enter the security code which you will receive by text to the cell phone number you provided.
  • Accept the Term and Conditions.


How to Install Browser Extension

Onelogin needs a browser extension to be installed & it is different in each browser..


  • To add the browser extension, click on Add onelogin extension

  • On the popup notification, click on continue to installation.

  • Select Add & the screen will change.
  • On the screen, click on “Allow the extension to run the private window” (If you use private windows) If not then leave the box uncheck and click on OK.

  • To add the browser extension, click on Add onelogin extension.
  • On the next screen click on Add to Chrome

  • Click Add Extension on the next popup.

  • On the same screen right top corner, you will get message that the extension has been added.


Self Help Forgot Password / Reset Tool

Note: The user should always enroll before following the below steps

  • Go to
  • Click on Forgot Password
  • Enter the Username/ Email address & click on continue
  • On the next screen enter the Onelogin SMS Code & click on continue.

  • On the next screen follow the Onscreen Instructions

Note: If the user wants to change the authentication factor then click on Change the Authentication Factor and user will the second option, If they setup before. (as per the screen shot)

Self Help Password Change (user knows current password)

Note: The user should always enroll before following the below steps

  • Once in you will see an icon in the upper right hand corner.

  • Please click on it and choose “Profile”.

  • This will bring you to the Profile screen where you can click on Change Password.

Note: Please find the below link to view the youtube tutorial for changing password in OneLogin :

How to Remove a 2-Factor Authentication method

  • On the account profile page, click on remove next to the authentication factor that you want to remove.

Note: You must always have at least one authentication factor, and should have at least two.

User account validation and access

  • When the user logs in to Onelogin for the second time and every 90 days after that on each device and on each new browser, they will need validate their login by using one of their authentication methods.
  • They will enter their username and press Continue.

  • Enter their password and press Continue.

  • A screen with the primary authentication factor will display.
  • They can change the Authentication Factor by clicking the link.

  • They will then get a screen that allows the system to remember the login on this device or browser for 90 days.

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