Compromised account process

Introduction

Access to your university IT account is controlled using your login credentials (such as username, password and verification codes).

Your account may be compromised if an unauthorised person gains access to this information and is able to use the account as if they were you.

This can happen to anyone if your login details are exposed, stolen, guessed, or obtained through methods such as phishing or social engineering.

Who is this article for?

This article is helpful for all University of Warwick staff and students.

Need more help?

You can find out more about IDG's services and support by using Itika, our new virtual assistantLink opens in a new window, to access IDG's Knowledge Base.

If you need help or support with this or any other change, please contact us by visiting IDG’s Service PortalLink opens in a new window, or by phoning +44 (0) 2476 573737 or ext. 73737 (internally).

The ServiceDesk is available 24 hours a day, 7 days a week.

Last revised: 24/08/26

The account reset process we follow

If our university security systems detect unusual activity, we will take immediate steps to disable login accounts known or suspected to have been compromised, thereby preventing any unauthorised logins from malicious attackers. Accounts identified in this process will be disabled immediately, without exception.

The number of accounts affected will depend on the incident and information available. If many accounts need to be reset, a warning about the account reset may be sent to you directly via email or posted on the IDG website: Information and Digital Group at Warwick.

The reset process can take from several hours to one working day, depending on the number of accounts involved, so please allow a minimum of 2 hours before contacting the Service Desk.

Remember that you will not be able to access online services during this time, so telephone +44 (0)24 7657 3737 (available 24/7) for service desk support.

You should also contact your line manager, supervisor or departmental administrator - they will need to know if you are unable to use your account - and they will have access to this guidance.

Once your account has been re-enabled, you will need to reset your password:

• Reset your password using the self‑service link: https://passwordreset.microsoftonline.comLink opens in a new window

• You will need to add your user code in the format: usercode@live.warwick.ac.uk

• If you experience any difficulty with resetting your password, please contact the Service Desk.
  
  An agent will:

• • Complete an identity verification check (photo ID will be required) via a video/FaceTime call.
  • Provide a Temporary Access Pass code so you can reset your password.

Please note that your multi-factor authenticationLink opens in a new window may need to be reset on your devices.

For more information, please see our FAQs on the compromised account process: KB0005418Link opens in a new window.

To help you in the future, follow these best-practice guidelinesLink opens in a new window for setting and keeping passwords secure and the university's guidance on keeping your computer, portable devices, information and privacy as secure as possibleLink opens in a new window.