Frequently Asked Questions
Categories:Basics | Signing Up | Email Issues | Usernames & Passwords | Cookies
Basics
Q: "What is TWU Pass?"
Like a ski pass or lift ticket gets you access to the slopes, TWU Pass allows you to use many web services from Trinity Western University. It provides you with one login name and password to use at all TWU websites, allowing you to Sign In once to gain access to many resources, such as CLC's Job Search and Financial Aid.
Signing Up
Q: "I'm applying to come to TWU. How do I set up an account?"
You can set up your account before you arrive at TWU simply by providing your email address and name: go to Create Account.
Email Issues
Q: "I'm waiting for an email message from TWU Pass, but it's been more than an hour. What happened?"
There are three common causes that prevent message from making it to you: 1) The email address has a typo, 2) Your email box is full, and 3) Your email account is rejecting messages sent from our address. If you think that you've typed the wrong address, contact the TWU Pass Administrator to fix it. If you have a lot of email stored on your email server, try deleting a few messages from it and then contact the TWU Pass Administrator. If you have email blocking turned on, please make sure that it allows messages from "@twu.ca" to go through into your Inbox and then contact the TWU Pass Administrator.
Q: "When I used the Lost Password page, two passwords were sent to me. Which one should I use?"
This may be because you clicked the Send Password button twice. It doesn't cause a problem, but you will get two different passwords because TWU Pass gives you a new password each time. (This is for added security so that your previous password is never sent out to anyone—including you or someone pretending to be you.) Solution: use the password most recently sent to you because all others are overwritten with the new one and they are no longer valid.
Usernames and Passwords
Q: "My twuNAME (username) and password don't work. What's going on?"
Make sure that you're using the twuNAME and password that TWU Pass most recently sent to you by email. If you continue to have problems or if forgotten your password, request a new password on the Lost Password page. Every time you use that page, your old password is replaced and the new password is sent, so be sure to use the most recent one.
Q: "I forgot my twuNAME and/or password. What should I do?"
If you still remember (and have access to) the email address you registered with TWU Pass, you can use the Lost Password page to have your username and password sent to you.
Q: "I got a message saying my account is locked or disabled. What does that mean?"
When you (or someone else) tries to Sign In to your account with the wrong password several times in a row, TWU Pass automatically locks your account for a few minutes. After several more failed attempts TWU Pass disables your account, preventing hackers from trying to guess your password. While your account is disabled (or time-locked), nobody will be able to Sign In on your account. The only way to undisable your account is to contact the TWU Pass administrator.
Q: "Why do I have to wait three minutes to get a new password?"
TWU Pass prevents multiple back-to-back requests for new passwords via the Lost Password form to keep the process of getting a new password simpler and more secure. You usually will see this message only if you try to click the "Send Password" button more than once while you're waiting for your password to be sent to you.
Q: "Why won't TWU Pass remember my password like other sites?"
In order to provide you with better security, you must type your password each time you log in to TWU Pass. This is to prevent others from being able to log in automatically under your account, especially on kiosk computers since they are shared with the general public.
Cookies
Q: "Do I need cookies enabled to use TWU Pass?"
Yes, to give you the most flexibility in using TWU Pass, TWU Pass uses cookies to determine if you have signed in. No personal information is stored in the cookie, just "session" information, which is automatically deleted when you close your browser.
Q: "How do I enable cookies in my browser?"
If you're using Internet Explorer 6, go to the Tools menu and click Internet Options. Click the Privacy tab and set the level to Medium High or just Medium. (If you set it to Block All Cookies or High, TWU Pass will not work and any settings lower than Medium are not recommended.) If you are using any other browser, search Help for "cookies."