Common issues with login

Lost or forgotten password

It is possible to receive a new password by presenting an ID in the following locations:

• At the Service Desk in the University Centre (Háskólatorg) (students only).
• At the IT Help Desk in the University Centre (Háskólatorg).
• Through the Keychain (lykilord.menntasky.is) using electronic ID.

It is also possible to have the password sent through your online bank (Icelandic bank only) or by mail to your legal residence. Passwords are never sent through email or phone.

Students who applied to the University without an Icelandic electronic ID can obtain a new password through the Application Portal, provided they have never successfully logged in before. The option can be found under "Applications - Overview" or "Username".

The multi-factor authentication method has stopped working

Your multi-factor authentication method will stop working if you:

• Change phones.
• Delete the Microsoft Authenticator app.
• Remove the account from the Microsoft Authenticator app.
• Get a new phone number.
• Turn off the notifications for the Microsoft Authenticator. You can turn them back on.

If that happens, you must transfer or reset your multi-factor authentication method.

The username can't be found

• It takes 2 hours for a username to be fully activated in the university systems.
• You need to write @hi.is behind the username to sign in (username@hi.is).
• Students who leave the University without graduating or applying for a leave of absence will lose all access to their accounts and services. If the student decides to resume their studies at the University, they must go through the same process as new students to regain access to their account.
• Make sure you are logging in to Ugla (Ugla.hi.is), as the Application Portal uses a similar URL (ugla.hi.is/namsumsoknir).
• The department decides whether staff usernames remain open or closed. An error message often appears at sign-in stating that the account has been locked, which may indicate that the department has closed it.

Login error - "Sorry, but we're having trouble signing you in"

A university email address is required to sign in to Ugla and other university systems (username@hi.is).

Microsoft automatically tries to sign in with the user's personal Microsoft account. The error that appears is "Sorry, but we're having trouble signing you in".

If another email address is already showing there, you need to sign out of that account by clicking the three dots next to the email address. If you no longer use that email address, you can select "Forget".

To fix the issue, the user can clear all of the Microsoft cookies stored in the browser or all cookies. It is also possible to try another browser, open an "Incognito" or "Private" window or set up different profiles in Chrome, Edge, Firefox or Safari 17.

"More information required"

At sign-in, you will receive a message ("More information required") that explains that you need to set up Multi-factor authentication.

The authentication is similar to electronic IDs (electronic certificates) and sends a notification to your phone to confirm login. Users do not have to confirm login when connected to the University network.