Troubleshooting Login / Password Problems

If you are having problems with your username and password for PEP or are unable to log in, please see the following.

• What is my username and password for PEP?

  You need to go through the PEP registration form to create a free PEP account. Tthe "Success"page of the Registration application will display your username and password. The username will be the e-mail address that you entered and the initial password will be the e-mail address as well (same as the username).
  

  username: your e-mail address
  initial password: your e-mail address

  NOTE: The maximum length of the e-mail address is 32 characters. If you enter an e-mail address that is longer, the username and initial password will use only the first 32 characters.

  The first time you log in, you will be prompted to change your password. Please fill in all the fields including the secret question and answer. This is used to send you your password if you forget it.

• My username and password don't work

  If this is your first login and you have not changed your password yet, double-check that you entered your username (e-mail address) correctly. Copy and paste (or re-type) your e-mail address into the password box. If you still see a message: "You have entered an incorrect user name or password" please contact the Customer Support Centre, phone: 519 661-3800 or Ext. 83800 to have the password re-set to the original (your e-mail address).

  If you have already changed the password, but it is not being accepted, see the "I forgot my password" section below, or contact the Customer Support Centre to have the password re-set to the original (your e-mail address).

  NOTE: After your password was re-set to the original by the Customer Support Centre, then when you log in again, you will not be prompted with the "Change my password" page. However, make sure you change your password. See the instructions in the section "How do I change my password" section below.

• I forgot my password

  View a short video on this topic (will open a new window)

  On the PEP login page, click the link "Forgot your password?" Enter your e-mail address in the box and click OK. You will be asked your secret question. Enter the answer and click OK. If the answer is correct, then a new password will be generated and sent to your e-mail address. You can then change it to whatever you like. See the section "How do I change my password?" below.

  NOTE: This will only work if you entered a secret question and answer when you changed your password . If you have not entered these when you changed your password, you can go through the change password procedure again and enter them in now, so that you can use this feature later.

  If you get a message "No Hint Specified", then it is not possible to use the "Forgot your password" feature for this username. Please contact the Customer Support Centre to have the password re-set to the original (your e-mail address).

• How do I change my password?

  1. From the PEP Home Page, click the "My PEP" link at the top right of your screen. This will take you to the My PEP page with the Course List.
  2. From the My PEP page, click the "My Settings"link at the top right of your screen. This will take you to the My Profile page.
  3. Click the "Change Passoword" button at the bottom.
  4. Fill in all the fields including the Secret Question and Secret Answer and click "Save".
  5. Log out of PEP.
  6. Log in again using the new password.

• What is a valid password?

  When choosing a new password, please follow these guidelines:

  • Must be at least 6 characters in length.
  • Should contain at least one number and punctuation character such as *.
  • Use upper and lower case characters.
  • A simple example: Pick your favourite 4 letter word and split it in half. Make the first two letters upper case, the last two letters lower case. Add a number or punctuation character such as * at the beginning and end of the word.
    E.g. if we start with the word star, a password could be 1STar*