Statement of Policy
Excelsior College uses technology to support student learning. Therefore, all students will have access to Excelsior online services by creating an account on the Excelsior College Web site. The account allows a student to access private areas of the Excelsior College Web site, including student services and online courses.
User Name and Password Are Private Information and Must be Protected
The user name and password must be kept confidential by the student. Students and staff are responsible for protecting this information to prevent unauthorized use of the student account. The user name and password are used as a login ID to access student services and online courses.
Secure and Reasonable Methods for Retrieval of User Name and Resetting Password
If a student forgets their login ID information, the College will provide secure and reasonable methods for retrieving the user name or resetting the password. The student is responsible for providing information to confirm their identity.
This procedure describes the self-guided registration process to create the account and login ID including the user name and password requirements, how the student provides identity verification, and how the student is able to look up their user name or reset their password.
During the registration process, an individual provides the following information to verify identity and to create the account. This results in either the creation of new record or a link to an existing record.
- Full name
- Email address
- Current address
- Home phone number
- Date of birth
The login ID username is created and must meet the following requirements:
- 6-16 characters long
- Mix of letters and numbers (no special characters allowed)
- Must include one number
- No spaces, punctuation, or symbols
- Once created, the user name cannot be reset.
The login ID password is created and must meet the following requirements:
- 6-16 characters long
- Contain at least one number
- Mix of letters and numbers
- No spaces
- Case sensitive
- The password can be reset
A secret question and answer is also created by the student. This is utilized during an online password reset process described below.
User Name Retrieval and Password Reset
There are 3 user name retrieval and password reset options:
Online Login Help
This process is self guided and initiated by the student. This process can follow one of two paths:
Path 1: An email will be sent with a onetime use password to the address on file for the account holder. The individual enters the email address of the account holder. If this email address matches the one on file, the system will display the user name. Then a onetime use password is sent to the account holder’s email address. The student must change their password after logging in using this one time use password.
Path 2: If the student does not believe that the email address on file is valid, he or she may utilize the online service to retrieve the user name or reset the password.
This begins with a request for the first and last name of the student and will continue to verify the identity of the requester by calling for the following combination of information:
- The last 4 digits of the Social Security number (SSN)
- Date of birth
The result of a positive match on either of these is:
- Display of user name and request for password to complete login
If the reset password option is chosen and the secret question is correctly answered, the student is allowed to change their login ID’s password. This will result in a new password for the login ID (as opposed to a one-time use password).
Aided by Excelsior College Staff (phone or email)
Excelsior College staff members do not have the ability to view or reset a student’s password. A restricted number of staff can update the student’s record with an accurate email address to allow the student to perform a self-guided user name retrieval or password reset as described above in Online Login Help.
Excelsior staff can also view a student’s login ID user name. Before updating the email address on file or revealing the user name, Excelsior staff must validate the student’s identity through the process described in the Student Identity Verification policy.
Staff can also forward the caller to Excelsior Technical Support to provide additional levels of account access assistance. Technical Support has the ability to provide advanced assistance for account access issues.
Aided by Technical Support (phone or email)
Technical Support staff will follow the process described in the Student Identity Verification Policy. The Technical Support staff member will verify and update, if necessary, the student’s email address and then aid in the process of the online Login Help.
Technical Support staff can reset the password which automatically generates an email containing the one-time use password to the account holder’s email address.
Technical Support staff can also provide the user name for an individual.